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Translating Customer Interactions to Documentation
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Elaine Tsai
April 08, 2013
Business
5
1.1k
Translating Customer Interactions to Documentation
Talk given at WritetheDocs Conference in Portland, OR.
Elaine Tsai
April 08, 2013
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Transcript
TRANSLATING CUSTOMER INTERACTIONS TO DOCUMENTATION
Nisha George Elaine Tsai @etsaii @negeorge
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
HELP!
CAN I ...? HOW DO I ...? BROKEN?
IS DOCUMENTATION IMPORTANT?
CUSTOMER COMPANY
CUSTOMER COMPANY MANAGING EXPECTATIONS
New Features Helper Libraries Technical Reference FAQs Example Code Best
Practices ENGINEERING SUPPORT
? Documentation
SCALABILITY
SCALABILITY Problem
2011 2012 2013 2014 2015 CUSTOMERS & TICKETS # of
Tickets # of Customers
2011 2012 2013 2014 2015 COST PER TICKET Cost per
Ticket # of Tickets # of Customers
KNOWLEDGE
KNOWLEDGE
KNOWLEDGE
KNOWLEDGE BASE
Easy
Structure
Logical
Searchable
Customized
New Known Support Documentation
EMPOWER YOUR CUSTOMERS
LINKS GUIDES
PROVIDE UP FRONT KNOWN INFORMATION
WHAT IS SUCCESS
TRUST SELF SUFFICIENT DISCOVER
Nisha George Elaine Tsai @etsaii @negeorge