Are you looking for ways to reduce Support calls, educate your customers on the use of your products, and make your documentation process more efficient? That's where I come in.
Conventional methods of support and training are costly. If you can eliminate the hidden barriers to self-service, your customers can develop expertise with limited guidance and can find answers to their own questions.
Tools like cross-repository search, metadata, and audience-aware content can provide exactly the information your customers need, when they need it. Immediacy and targeting of information can make the difference between successful self-service and an expensive customer support call.
How many repetitive content-related tasks are your workers performing? How much redundancy are you paying for due to multiple teams documenting the same How-To information?
Automation and collaboration are the keys to efficient customer education. Why not reclaim those lost dollars and make your company more profitable?
In the past years I've:
- Researched and implemented enterprise-level content management tools for combining support and tech-comm documentation workflows.
- Migrated knowledgebase content and online help into a single authoring environment for reduced redundancy.
- Converted all content into a unified format for a consistent customer experience.
- Integrated all content with a Google Search Appliance, providing customers with advanced and familiar search capabilities.
- Leveraged metadata to provide exactly the information customers need for a given problem or context.
- Developed custom internal web tools to meet the needs of Support representatives and other departments that use content.
- Automated publishing and content conversion processes, saving time and money for multiple departments.
- Collaborated with other departments and business units to educate them on the advantages of a robust content architecture.
- Shifted How-To information away from CRM and into the context where customers are experiencing problems, resulting in reduced support costs.
- I'm a veteran technical writer with 15+ years of experience in the software industry, and an expert at building enterprise-level knowledge centers.
So, do you want to save money on support costs via improved self service, and help your documentation teams run more efficiently?
If so, I can help.
Specialties: Help center architecture, web-based documentation, client- and server-side scripting, transformation languages, document process automation, social media, SEO, Google Search Appliance integration, analysis, troubleshooting, and writing user-friendly documents.