Enabling Self-Serve Support at Expedia

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Guest: Liz Krogh, Expedia > Host: Scott Abel

About this talk

Join us October 12, 2021 for a chat with the Expedia Group's Director of Knowledge Management, Liz Krogh, about how her team is empowering business partners to find answers to questions they have without contacting customer support. You'll learn how the Expedia Knowledge Management team provides technical content to both the company's business partners (airlines, hotels, travel, and tourism companies) and its internal users (folks like support center agents) to ensure that every Expedia customer enjoys the exceptional customer experience the company promises. We'll discuss under what circumstances we ought to consider publishing content to separate delivery channels and when unifying content and delivering it through a single channel makes the most sense. And, Liz will share her thoughts on the importance of communication and coordination with other content teams (and those impacted by content decisions) before attempting to tackle customer support content challenges. The Content Advantage talk show is brought to you by The Content Wrangler and sponsored by Zoomin Software.

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