Making Help Content Helpful

Evergage Blog

Ideas and Strategies for Real-Time Personalization
Making Help Content Helpful

July 29, 2016 by

How many times have you looked for a solution to an application problem, only to find out later (after a call to support) that your answer was available online, but it was buried in the documentation site couched in terms you didn’t know you should use when searching? In that moment, you find yourself thinking that there has to be a better way for companies to quickly and easily answer your questions about their products or solutions.

The Ideal Learning Site

I’ve spent my career in the field of Learning & Development, creating learning programs and technical documentation for both customer and employee audiences. Six years ago, I had the great fortune to work with a close friend to create a new customer-facing learning site for a leading software-as-a-service (SaaS) company. We spent hours planning how we would design the site so it was easy for customers to easily find exactly what they needed. We said, “Wouldn’t it be great if customers could come to the site and tell us what they need, so we could give it to them?”

In our ideal site, we imagined that a series of checkboxes would give customers options based on role, activity, and other categories related to the available content. On the back-end, we would organize help content to display based on the selections. The result? No more customers searching aimlessly through our site. No disconnect between terms we used and terms that were meaningful to the customer.

We looked into ways to make this learning nirvana happen, but at the time there was no solution that we could find that would be easy to implement and not break the bank.

The Idea Made Real

Fast-forward to today. I just started my fifth month at Evergage and I have learned that personalization can make this dream of ours a reality. It excites me every day that I can use Evergage to guide our customers to content while removing the frustration often felt when trying to find the answer right away, without having to call support. (One of our SaaS customers, Endurance International, in fact, solved a similar challenge using Evergage – check out the case study).

I can also use Evergage to suggest additional help content based on what a customer selected. For example, if a customer is interested in finding out how to create segments, he might also be interested in how to compare segments on the unified customer profile screen that he didn’t know existed. With the content on a support site, it is all about realizing that your customers probably don’t know what they don’t know—it’s up to you to provide guidance.

We just launched a revised documentation site with a reorganized structure and easier navigation. But that is just the beginning. Learning and customer success is a priority here at Evergage and I am excited to be a part of the transformation. Soon, my dream of one-to-one personalization for customer-facing learning and documentation will be a reality. Stay tuned for more updates!

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