At many companies, product knowledge typically falls into one of three categories: technical documentation, support tech notes, and community discussions. Each type is authored and managed by different departments, and often fragmented—yet they are all essential in bringing customer success. All three categories offer self-service for customers to evaluate, buy, use, troubleshoot, and maintain your product.
In this session, we will examine trends toward dissolving that fragmentation and merging all of your product knowledge into a unified digital experience. We will present a case study for how adopting digital experiences for product knowledge measurably improved customer support at Riverbed.