The value of content in self-service support: empower users to help themselves

Self-service is the act of a user answering his or her question using information provided by the company.

According to Forrester, 72% of customers prefer self-service to resolve their support issues over picking up the phone or sending an email. According to Zendesk, 91% of customers say they would use a knowledge base if it met their needs.

Content is a fundamental part of the solution for self-service support, as well as other key elements (portal, content, search, analytics, and continuous improvement).

This presentation will outline the key elements of a self-service support solution, and SWIFT’s journey towards enhancing its self-service support offering.

Who is presenting?

Yvonne is a Lead Technical Writer at SWIFT, based in Belgium. She has over 20 years’ experience as a technical communicator and trainer with companies, such as Ericsson, Alcatel-Lucent, Mysis-Sophis, and over 10 years at SWIFT.

In recent years, she lead the development and adoption of a new DITA-based authoring platform, as well as the conversion and migration of the legacy content.

In her current role at SWIFT, she is the Information Architect for support content, and has a mission to increase the use of self-service support through the optimisation of the support content. This role also includes the enhancement of the current information architecture, integration of data mining techniques, and redesign of the search and the knowledge centre interface for a better user experience.

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