The LavaCon Content Strategy Conference | 23-28 October 2020 | UX: Virtual
Megan Gilhooly

As the VP Customer Experience at Zoomin, Megan Gilhooly has made it her mission to change how organizations think about product content. For more than two decades, Megan has managed content teams, driving content strategy and delivering stellar information experiences at companies like Amazon, Ping Identity, and INVIDI Technologies. Her experience includes streamlining content for support, sales, products, and marketing. As a former online retail business owner and Certified Scrum Master, Megan brings a unique perspective to managing information development and content strategy.

How In-Product Support Turns Documentation into a KPI-Smashing Enterprise Asset

Self-service is about more than just helping customers to fix a problem. It can transform the entire way that customers experience your product, from awareness of features to successful onboarding. Technical documentation, when targeted and delivered in context, has the power to drive acquisition, reduce friction, and divert churn, making it an enterprise-wise asset.

But how do you make documentation-powered support easily available right inside your product?

In this presentation, Megan Gilhooly, VP of Customer Experience at Zoomin, will show you the secret to implementing a modern and unified inline help experience for your users without recreating the wheel.