Smash Your Support KPIs by Aligning Your Salesforce and Product Content

Presented by

Megan Gilhooly, Elena Nedelcu & Anne Waite

About this talk

It’s your job to give people the knowledge they need to use your products. The more effectively customers and employees can solve issues, the more money your organization saves by deflecting support cases and quickly resolving cases. Naturally, the most reliable source of product information is your official documentation. So why isn’t it in your Salesforce platform? When support teams don’t have access to the content they need, they end up creating their own knowledge bases. Not only does this create a new content silo, but divergent content sources tend to become inconsistent over time. Ultimately, customers suffer as they're forced to navigate multiple content silos and encounter contradictory information. Join Scott Abel, The Content Wrangler, along with his special guests, Megan Gilhooly (VP of Customer Experience at Zoomin), Anne Waite (Senior Manager of Knowledge Management at Ping Identity), and Elena Nedelcu (Senior Regional Manager of Technical Support at Ping Identity). They'll talk specifically about the strategy that Ping Identity is implementing to improve self-service and to support the workflow, as well as the data that's being impacted. Takeaways: 1) Learn how documentation can drive support KPIs 2) Find out how documentation can improve the customer experience 3) Learn how documentation can power agent productivity.
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The Content Wrangler Channel covers the people, methods, tools and technologies designed to help you deliver the right information, to the right people, at the right time, on the right device, in the right format and language. Your content is your most valuable business asset. Let us show you how to manage it efficiently and effectively.