The Triangle of Product Knowledge: Connecting the Dots with Digital Experience

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Presented by

Joe Gelb

About this talk

In most companies, the majority of knowledge around your product falls into one of three categories: technical documentation, knowledge articles, and community discussions. Each type of knowledge, authored and managed by different stakeholders, has an essential role in bringing a varied perspective serving the cycle of evaluating, purchasing, using, troubleshooting, and maintaining your product, all of which contribute to overall customer success. Join Scott Abel, The Content Wrangler, and his special guest, Joe Gelb, Founder and President of Zoomin Software for this free one-hour webinar on the Triangle of Product Knowledge. Documentation represents the formal, curated, long-tail knowledge backed by product management and engineering. Knowledge articles and FAQs represent the focused in-the-trenches know-how compiled by your support and service organization garnered from real-life use. Community discussions represent crowd-sourced knowledge from power users inside and outside of your company. In this webinar, Joe will examine trends towards connecting these varied forms of content into a unified digital experience, helping your company drive up the value of your content, with the ultimate goal of achieving higher customer satisfaction.
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