Survival Mode: How Support and Documentation Teams Can Help Combat Churn

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Presented by

Sara Feldman and Megan Gilhooly

About this talk

People expect top-notch experiences throughout the customer journey. But now, in the midst of the COVID-19 crisis, they’re also seeking to cut costs any way they can. Using content as self-service enables your company to provide the best possible customer experience. The problem is that content creators are committed to their own tools and workflows, and asking a support agent to write an article in the same way technical writers or developers create documentation is like asking a fish to climb a tree. When product content is created by different teams — as it typically is — the result is inconsistent information experiences that confuse or irritate customers. This isn’t something your company can afford to do at a time when customers are extremely vulnerable to churn. So how is your organization creating all that valuable content without forcing customers to navigate multiple content silos or encounter conflicting information? Join Scott Abel, The Content Wrangler, and his special guests, Sara Feldman, content industry expert, and Megan Gilhooly, VP of Customer Experience at Zoomin for this free one-hour webinar. Sara and Megan will identify the 4 things you need to do to unify multiple content sources at each customer touchpoint. They also discuss how to align content objectives, prioritize content efforts around customer needs, and use data to drive the best customer outcomes. 3 key takeaways: • The relationship between content interactions and the customer experience • How internal tools can improve your customers’ experience • How to create a unified content experience across multiple silos

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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.