Portland
October 27-30, 2024
As a Sapphire sponsor of LavaCon, the Zoomin team will be out in full force. Our experts, as well as many of our customers, will be sharing powerful stories from their line of work, brimming with data and actionable advice.
Make sure to swing by Booth #2 near the buffet and Broadway 3 & 4 where you can:
We’d love to learn more about your content goals and challenges and see if we can help.
Fill in the form and one of us will be in touch to set up an on-site meeting.
AI isn’t coming for your job. But AI-savvy docs professionals might be. As AI continues to transform the way we work, we must transform our own roles to meet this new reality and continuously implement emerging best practices around AI. That’s why I want to share some of the best practices that we have uncovered. These are real, tangible insights from peers putting in the work and successfully deploying GPT solutions. No theory, but meaty, value-packed insights.
I’ve spent the last two years at Zoomin delving into the performance of documentation teams to uncover the KPIs that matter, as well as reviewing the data gleaned from almost 100 million end user sessions to establish industry benchmarks.
In this talk I’ll share everything you need to know about ROI measurements so you can become a data-driven documentation team with indisputable, enterprise-wide impact.
At Ellucian, we had a content problem. Our customers struggled to navigate a maze of complex information scattered across locations and platforms. We had to figure out how to provide a simplified user experience that provided users with relevant content. Our team worked to sync and consolidate the information in the different platforms and locations.
Through this work, our customers can do more self-serve. We have a 91% increase in documentation views. We have saved over $57k by deflecting support cases through better documentation experiences.
Guided by a desire to help customers find relevant content as easily as possible, NAVEX set about on a gut renovation of their content strategy and experience. The team got to work centralizing content authoring with their seasoned technical writing team. Alongside this change, they created a singular, comprehensive location for customers to find the answers they need within a personalized self-service experience. They built cross-functional feedback channels and leveraged in-depth analytics to pinpoint content gaps and set up new publishing processes that allowed for near-instant updates to be made.
This session describes how the Securonix documentation team cut to the core of the chaos with exploratory surgery, diagnosed, treated, and eventually cured our content conundrum. In this session, attendees will learn:
In 2023, the DocuSign Product Documentation team focused on redesigning our self-serve product documentation to address real human outcomes, resulting in reduced human-assisted support interactions. We invested significantly in reducing the time it took for customers to find relevant product documentation, as well as making it the centerpiece of our customer support experience. Users can now quickly find the information they need instead of reading extensively, increasing user satisfaction and improving product efficiency. By enabling quick access to information, not only did we reduce support costs, but we also accelerated the adoption of new features.
