Two Great Teams: Bridging the Gap Between Documentation and Customer Support
summary
Explains concrete steps to link docs and support: review support tickets and mine them for “how do I” patterns, set up automated notifications and tags so doc issues route to docs, have support draft content via short templates, and maintain one source of truth. Measures ticket metrics and watches types change (fewer simple questions, more complex cases); reports documentation as a product and gives an example where teams chopped 50 pages to 13 of focused, usable guidance.
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chapters (12)
- 0:00Introduction
- 1:59Story Time
- 4:36Why Should You Care
- 5:57Another Story
- 8:07Duplicate Effort
- 9:44Meet Your Support Team
- 17:20Close the Loop
- 17:52Look for Change
- 18:48Knock Down Silos
- 19:18Share Knowledge
- 19:53Prioritize
- 20:52Customer Support
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