Enabling Self-Serve Support at Expedia

Join us for a chat with the Expedia Group's Director of Knowledge Management, Liz Krogh, about how her team is empowering business partners to find answers to questions they have without contacting customer support.  You'll learn how the Expedia Knowledge Management team provides technical content to both the company's business partners (airlines, hotels, travel, and tourism companies) and its internal users (folks like support center agents) to ensures every Expedia customer enjoys the exceptional customer experience the company promises.

We'll discuss under what circumstances we ought to consider publishing content to separate delivery channels and when unifying content and delivering it through a single channel makes the most sense. And, Liz will share her thoughts on the importance of communication and coordination with other content teams (and those impacted by content decisions) before attempting to tackle customer support content challenges.