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Translating Customer Interactions to Documentation

Sponsored · Ship Features Fearlessly Turn features on and off without deploys. Used by thousands of Ruby developers. →
Avatar for Elaine Tsai Elaine Tsai
April 08, 2013
Business
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Translating Customer Interactions to Documentation

Talk given at WritetheDocs Conference in Portland, OR.

Avatar for Elaine Tsai

Elaine Tsai

April 08, 2013
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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