Empowering Customer Support with your DITA Documentation
Your support department is in constant touch with your customer and constantly produces support articles based on customer questions. But in many organizations these support articles are kept in a silo that is completely separate from the official technical documentation. Support lacks easy access to topics in technical documentation and ends up reusing their own support articles without referring to tech docs.
In this presentation, we discuss the smart way to integrate your DITA documentation with your support workflow. Enable both your content creation departments — tech docs and customer support — to work together and provide contextual, personalized answers for your customers, helping them get more done at work and at home.
What can attendees expect to learn?
Attendees will learn how to integrate their DITA documentation with their support workflow so that tech docs and customer support can work together and provide contextual, personalized answers for customers without duplicating their efforts.
Meet the Presenters
Joe Gelb is the founder and president of Suite Solutions. For over fifteen years, Joe has overseen hundreds of successful projects maximizing benefits from structured content. At Suite Solutions, Joe and his team help companies implement, maintain, and capitalize on their structured content life cycle by blending best practices with creative solutions to the unique needs of each organization. Joe believes that a key to success in any business is empowering their customers with the knowledge they need to succeed in their goals.