Fabrice Lacroix is a serial entrepreneur and a web pioneer. He has been working for 25 years on the development of innovative solutions around search technology, content enrichment, and AI.

He is the founder of Fluid Topics, the leading Content Delivery Platform that reinvents how users search, read and interact with technical documentation.

What’s Next: Heading up to Social and Semantic Tech Doc

Let’s face it, today’s technical documentation looks very much like the good old Web 1.0: both are static content, written by humans for humans, and offering only one-way communication.

But in the last 20 years, the Web has experienced two major revolutions that led to the outstanding developments of Web 2.0 (also known as the Social Web) and Web 3.0 (aka the Semantic Web). Will technical documentation go the same way? What would Tech Doc 2.0 and 3.0 look like, and what possibilities would it open?

In this session, attendees will learn:

• The principles that transformed the Web over the last two decades
• How the same social and semantic concepts can be applied to technical documentation
• Two case studies giving you an insight into Tech 2.0 and Tech 3.0

Transforming the Customer Service Center: Moving from “Call for Solution” to “Information Self-Service”

Co-Presented with Alex Masycheff

Providing excellent customer service that keeps your customers happy without driving up service costs is always a challenge. It becomes even more critical when you have thousands of customers and their number is growing.

Our customer, a Swiss manufacturer of industrial printers, faced a lot of challenges when providing their clients with product documentation. Lack of standardization, poorly organized exchange of knowledge both within the company and selling partners, and everyone being busy to write documentation, the service team was oversized, and the service costs went over the roof.

At this session, we are going to discuss how introducing structured content, standardizing the content processes, and changing the way the content was delivered to customers, the company changed the service culture from “call for solution” to “information self-service”.

In this session, attendees will learn:

• The customer service was restructured into a field service and training department.
• The documentation team realized that PDFs were not efficient in providing customers and service teams with relevant and useful information.
• The documentation team began providing customers and field operations team with self-service platforms for delivering personalized content on spare parts and product documentation.
• Service engineers were provided with access to the most up-to-date product information.
• The entire company received the ROI as a result of making these changes.