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Translating Customer Interactions to Documentation

Translating Customer Interactions to Documentation

Talk given at WritetheDocs Conference in Portland, OR.

Elaine Tsai

April 08, 2013
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  1. TRANSLATING
    CUSTOMER INTERACTIONS
    TO
    DOCUMENTATION

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  2. Nisha George Elaine Tsai
    @etsaii
    @negeorge

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  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

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  4. CAN I ...?
    HOW DO I ...?
    BROKEN?

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  5. IS
    DOCUMENTATION
    IMPORTANT?

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  6. CUSTOMER
    COMPANY

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  7. CUSTOMER
    COMPANY
    MANAGING
    EXPECTATIONS

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  8. New Features
    Helper Libraries
    Technical Reference
    FAQs
    Example Code
    Best Practices
    ENGINEERING SUPPORT

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  9. ? Documentation

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  10. SCALABILITY
    Problem

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  11. 2011 2012 2013 2014 2015
    CUSTOMERS & TICKETS
    # of Tickets
    # of Customers

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  12. 2011 2012 2013 2014 2015
    COST PER TICKET
    Cost per Ticket
    # of Tickets
    # of Customers

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  13. KNOWLEDGE BASE

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  14. New Known
    Support Documentation

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  15. EMPOWER
    YOUR
    CUSTOMERS

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  16. PROVIDE
    UP FRONT
    KNOWN
    INFORMATION

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  17. WHAT
    IS
    SUCCESS

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  18. TRUST
    SELF SUFFICIENT
    DISCOVER

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  19. Nisha George Elaine Tsai
    @etsaii
    @negeorge

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