Upgrade to Pro — share decks privately, control downloads, hide ads and more …

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
5
1.1k

Translating Customer Interactions to Documentation

Talk given at WritetheDocs Conference in Portland, OR.

Avatar for Elaine Tsai

Elaine Tsai

April 08, 2013
Tweet

Other Decks in Business

See All in Business
会社紹介資料202601.pdf
Avatar for GMO Financial Holdings, Inc. gmofh_hr_team
0
1.6k
LW_brochure_business
Avatar for linc-well lincwellhr
1
75k
2025 サステナビリティレポート
Avatar for MPower Partners mpower_partners
PRO
1
110
（4枚）PDCAサイクルとOODAループの違いを徹底解説
Avatar for 横山信弘／絶対達成スライド館 nyattx
PRO
0
140
MEEM_Company_Deck202512.pdf
Avatar for meem info_meem
0
3.7k
Akatsuki AI Technologies Company Deck
Avatar for Akatsuki AI Technologies akatsuki_ai_technologies
0
620
アットウェア 会社説明資料
Avatar for atware atware
0
13k
20251228_「言った」を「動いた」に変える 伝える力・5段階レベルアップ研修_社内研修資料
Avatar for Tomoyuki Fukagawa tomoyuki1188
PRO
1
120
Morght 会社紹介資料_LAST UPDATED 2026.1
Avatar for Morght Co., Ltd. morght
1
7.8k
プロダクトにAIを。 確率的なふるまいと向き合う。
Avatar for sugit sugitlab
1
380
株式会社ジュニ - 採用ピッチ
Avatar for JUNNI junni_inc
2
25k
フルカイテン株式会社 採用資料
Avatar for FULL KAITEN fullkaiten
0
81k

Featured

See All Featured
The World Runs on Bad Software
Avatar for Brandon Keepers bkeepers
PRO
72
12k
HU Berlin: Industrial-Strength Natural Language Processing with spaCy and Prodigy
Avatar for Ines Montani inesmontani
PRO
0
210
Product Roadmaps are Hard
Avatar for C. Todd Lombardo iamctodd
PRO
55
12k
Learning to Love Humans: Emotional Interface Design
Avatar for Aarron Walter aarron
275
41k
Utilizing Notion as your number one productivity tool
Avatar for Mfonobong Umondia mfonobong
3
220
Code Reviewing Like a Champion
Avatar for maltzj maltzj
527
40k
The Impact of AI in SEO - AI Overviews June 2024 Edition
Avatar for Aleyda Solis aleyda
5
730
[Rails World 2023 - Day 1 Closing Keynote] - The Magic of Rails
Avatar for Eileen M. Uchitelle eileencodes
38
2.7k
Everyday Curiosity
Avatar for Cassini Nazir cassininazir
0
130
Navigating Team Friction
Avatar for Lara Hogan lara
192
16k
Color Theory Basics | Prateek | Gurzu
Avatar for Gurzu gurzu
0
200
YesSQL, Process and Tooling at Scale
Avatar for Rocio Delgado rocio
174
15k

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