What Makes a Superhero? Doing What Others Can’t and/or Won’t
Corey Ganser
Customer Experience Manager
MindTouch, Inc.
About the Speaker
• Corey Ganser
• Customer Experience Manager at MindTouch
• Interacts with Support, Product, Sales, Marketing and Documentation Team
• LinkedIn: linkedin.com/in/coreygans
• Twitter: @coreygans
Department Divisions
• Support Department knowledge base
• Technical Writer formal documentation
• Product Team in-product help
• Marketing Team promotional documentation
• Sales Materials reference documentation
Duplicated effort for same message
• Support team creates articles that can be leveraged in formal documentation
• Technical Writers create documentation that should be leveraged by support (PDF won’t cut it)
• Product, Marketing and Sales should tie in documentation from Technical Writers into promotional materials and in product help
Case Study #1: coolOrange
• The Need– Integration with Support Ticketing– Easy to use interface for authoring– Ability to create templates for consistency of
knowledge capture– A system that wouldn’t require management
and upgrading by coolOrange
coolOrange (cont)
• Solution– MindTouch as a central repository for content
with integration into Zendesk
• Benefits– Decreased costs for creation of docs,
increased quality of support, and improved communication all around
– 17% drop in support tickets
Case Study #2: Zuora
• The Need– Increase collaboration among SMEs– Support Ticketing Integration– Make documentation more accessible to
users– Increase analytics around documentation to
identify trends and usage
Zuora (cont)
• Solution Implemented– MindTouch at the center of content– Integration with Zendesk
• Benefits– Opening up documentation to SMEs resulted in
200 new articles over the course of a couple of months
– Zuora’s customers increased usage of self help– Sales leads generating from documentation
Case Study #3: SuccessFactors
• The Need– Looking for a central location for documentation– Chat Integration – Easy to manage documentation repository– Integration with SAP Service OnDemand– Ability to extend documentation into the product– Personalize the customer’s experience with help
from SSO
SuccessFactors (cont)
• Solution– MindTouch as their main support portal– SnapEngage for chat– Service OnDemand for help desk– SSO integration with MindTouch and pass-
through to chat and helpdesk
• Benefits– Central location for customers to access self
help with a personalized experience
Authoritative Source
Documentation Right vs.
Documentation Right Now
• Documentation needs to be flexible– Creation– Publishing– Consumption– Contribution
• Look beyond your immediate goals for documentation
Discussion Points
• What are the main barriers to consolidating the efforts of help documentation across departments?
• What fears do you have of introducing a concept like this to your manager?
• Is this already happening at your company and are you involved in the process?
• How do you start an initiative like this in your company?
Discussion Points (cont)
• What resources do your customers expect for self help?
• How do you measure documentation success?
• Is Customer Experience a term that is working its way into documentation in your organization?
Thank you for your attention and cooperation.
The End