Rick is an experienced writer, manager and content strategist with more than 20 years working in documentation and marketing, the past 12 evolving documentation and delivery at Imperva. Established our new, public documentation portal at docs.imperva.com providing access to all our user content from a single search. Currently he is running a project to interconnect Community, Doc portal, and SFDC to improve user experience and increase case deflection. Driving and managing project across more than 200 stakeholders company wide. He is alos working with Marketing, Support, Customer Success, Community, Partners and Training departments to define strategy to improve and leverage enterprise content. Implementing means in documentation portal for lead capture and developing dashboard of KPIs for measuring quality.
Live Demo: Watch the Siloes (and Support Cases!) Melt Away
Co-presented with Joe Gelb.
What do you do when you create an amazing recipe for world-class customer support through content? You hand it down!
In this session Rick and Joe will walk you through the evolution of Imperva’s content strategy that transformed a ragtag mashup of disparate content in various formats, spread across a number of locations and managed by various teams, into a single, central entity indexed, publicly available and easy to use. They will show you how Imperva defined a single taxonomy across our expanding product base and integrated SEO principles to transform our new public documentation portal into a top company web asset with the second highest amount of traffic in the organization.