Support Driven hosted a fireside chat event for Knowledge Management - register above to check out the recording, where our speakers discussed things such as:

• Approaches

  • What does a content strategy look like for knowledge bases and support docs?

  • Who needs to be involved in developing a content strategy?

• Structure and design:

  • What are the key elements of an effective content structure for knowledge bases?

  • How do you balance detailed information with easy to follow?

  • Where do visual elements (images, infographics, videos) fit as part of knowledge base articles? Any best practices to share?

• Challenges:

  • How do you define what is internal and what is external knowledge?

  • How is knowledge about your product shared differently for different audiences, particularly between customers and staff?

  • How do you manage different terms between different teams like Support, Sales, Success, Engineering?

  Enjoy this topic? Be sure to check out the following resources that may interest you as well!

  • We've got a Knowledge Management track to the 2024 Support Driven Expo - check out details here - the call for proposal is now open!

  • Our Salary Database helps fellow customer service folks get paid the money they deserve - please contribute your salary to our invaluable database by filling out this quick survey! Once complete, you'll get access to the data as well!