Zendesk and Knowledge Centred Support

We explore these questions from listeners: What’s your opinion of Zendesk and Mindtouch? Someone in our company thinks it might be a good idea to explore the idea of moving our Help content  – have you heard of anyone doing this and then using it in a way of single sourcing etc?  Our boss wants… Read more »

Brand authenticity and the role of the Technical Author

The current edition of Autocar (14/12/11) contains an interview with David Woodhouse, head of Ford’s London Strategy Concept Group, a semi-secret team that looks at emerging consumer trends. From the article: Woodhouse said “One of the rising trends is the search for authenticity. How does it (the product) tell you what it is?” Woodhouse points… Read more »

3 strategic ways to reduce the number of support calls

The cost of providing support to users can be huge, so what can be done to reduce the number and duration of support calls? Here are three strategies to consider. 1.Pre-empt the calls In same way that Japanese car companies improved the quality of their products to reduce the after-sales costs, you can take steps,… Read more »