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In this session, we will provide insights to knowledge-centered support (KCS) practices, based on Atlassian’s customer support operations. We'll cover the elements of both the solve and the evolve loops in a high-touch, open-communication, rapidly growing support center. We'll also discuss key motivations and measures needed to ensure a balance between responsiveness and online capability.
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#atlassian
Neil Kenagy • Program Manager, Knowledge • Atlassian • @nkenagy
Knowledge-Centered Support at Atlassian
40% Growth in Customer Base
#1 Problem ––––––––
Scaling Support
About Neil
Knowledge Centered Support
Consortium for Service Innovation, www.serviceinnovation.org
Atlassian Values match up to
Knowledge Centered Support
Atlassian Values match up to
Knowledge Centered Support
Atlassian Values match up to
Knowledge Centered Support
Atlassian Values match up to
Knowledge Centered Support
Atlassian Values match up to
Knowledge Centered Support
Atlassian Values match up to
Knowledge Centered Support
E v e r y o n e a n A u t h o r
C o n t e n t C a p t u re d i n C o n t e x t
Long Term Practices
P u b l i s h Q u i c k l y
K n o w l e d g e a s a P ro d u c t
Knowledge as a Product
Everyone is an Author
Publish Quickly
confluence.atlassian.com
answers.atlassian.com
Customers are Using Knowledge
jira.atlassian.com
PageViews into product Knowledge Bases
300,000per month
PageViews for JIRA Knowledge Base
135,000per month
PageViews for Confluence Knowledge Base
95,000per month
Gaps in full KCS Excellence !
Closed-Loop Response
Gaps in full KCS Excellence !
Review Activity
Gaps in full KCS Excellence !
Analyze and Prioritize
9 0 / 9 0 R u l e : 9 0 % o f w h a t i s l e a r n e d
i s a v a i l a b l e i n 9 0 M i n u t e s
Steps Towards Phase 4 KCS
8 5 / 8 5 R u l e : 8 5 % o f c u s t o m e r s u s e k n o w l e d g e 1 s t
s u c c e s s f u l 8 5 % o f t h o s e t r i e s
Steps Towards Phase 4 KCS !
10-15% of Support Team, 10% of Time
Steps Towards Phase 4 KCS !
Track Each Content Action
Steps Towards Phase 4 KCS !
Focus on Outcomes, not Actions
Role of Atlassian Software
in KCS
Neil Kenagy • Program Manager, Knowledge • Atlassian • @nkenagy
Thank you!
