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How to Manage Support Content with Kimberley Porter, Huddle

Written by Hannah Chaplin  |  May 26, 2019

1分

 

Note: The Churn It Up podcast episodes were created by Receptive who Pendo acquired.

About The Episode

Aly Mahan, talks with Huddle’s Instructional Designer, Kimberley Porter, about how to manage a backlog of support content, how to form benchmarks and measure results of support content, and what the best first piece of content is for self-service customers.

Who Should Listen?

This episode is perfect for those involved with educating their customers, whether through help documentation or onboarding.

Key Takeaways:

  • The best time to start collecting data.
  • The key to setting benchmarks.
  • The two main metrics you should focus on measuring.
  • The questions which will ease your backlog.
  • The importance of creating a safe environment for customers.

Resources:

Kimberley’s LinkedIn

Kimberley’s Twitter

“Google Analytics and Help Center – Part 1: Asking the right questions” on the Zendesk blog