Translating Customer Interactions to Documentation

Talk given at WritetheDocs Conference in Portland, OR.

Transcript

1. TRANSLATING CUSTOMER INTERACTIONS TO DOCUMENTATION
2. Nisha George Elaine Tsai @etsaii @negeorge
3. What is twilio? twilio powers business communications, making it easy to integrate voice, VoIP and text messaging into business processes and workflows Copyright © twilio Inc. 2012
4. HELP!
5. CAN I ...? HOW DO I ...? BROKEN?
6. IS DOCUMENTATION IMPORTANT?
7. CUSTOMER COMPANY
8. CUSTOMER COMPANY MANAGING EXPECTATIONS
9. New Features Helper Libraries Technical Reference FAQs Example Code Best Practices ENGINEERING SUPPORT
10. ? Documentation
11. SCALABILITY
12. SCALABILITY Problem
13. 2011 2012 2013 2014 2015 CUSTOMERS & TICKETS # of Tickets # of Customers
14. 2011 2012 2013 2014 2015 COST PER TICKET Cost per Ticket # of Tickets # of Customers
15. KNOWLEDGE
16. KNOWLEDGE
17. KNOWLEDGE
18. KNOWLEDGE BASE
19. Easy
20. Structure
21. Logical
22. Searchable
23. Customized
24. New Known Support Documentation
25. EMPOWER YOUR CUSTOMERS
26. LINKS GUIDES
27. PROVIDE UP FRONT KNOWN INFORMATION
28. WHAT IS SUCCESS
29. TRUST SELF SUFFICIENT DISCOVER
30. Nisha George Elaine Tsai @etsaii @negeorge