The LavaCon Content Strategy Conference: Spanning Silos, Building Bridges | November 5-8, 2017 | Portland, OR
Case Study: Curating Your Help Site with Data to Bridge the Gap between Documentation and Product

Case Study: Curating Your Help Site with Data to Bridge the Gap between Documentation and Product

Your help site is a living, breathing, evolving center for success. In order to provide the best content and experience for your customers, you need to constantly optimize by determining what is relevant to your customers. By curating content with data, you can bridge the gap between your help content and product, all while producing actionable insights for marketing and sales. An optimized site will deepen customer relationships and lead to better customer satisfaction overall.

  • Develop a curation plan
  • What data to collect, how to analyze, and why
  • How to curate your site
  • How to provide feedback to your product team to improve the product
  • How Avalara went from simply creating help content for a site and moved to a curated Success Center that changes based on user data
    • Deliver content that customers want when they want it
    • Improve customer experience
  • The Avalara Help Center is a major selling point for Avalara. It’s demoed during sales calls, support calls, trade shows, and conventions

Presented by Jenny Evans and Theresa Manzo

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