Walking Backwards: New Customer Journey from Finish to Start to Help Shape Content
summary
Audits of new-account support cases start from the end result and reveal concrete fixes: July 2019 sampling filters ~1,000 cases down to 76 cases filtered (only five from actual admins), uncovers missing basics, adds links and rewrites nurture emails, and produces 31 articles written or updated. Work uses Salesforce exports and Google Sheets, surfaces an unused connectivity troubleshooting tool bundled with the auth proxy, and drives product changes and measurable case deflection.
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chapters (18)
- 0:00Intro
- 0:32MY PATH TO TECHNICAL WRITING
- 2:13KCS METHODOLOGY
- 3:53MY TEAM: GLOBAL KNOWLEDGE & COMMUNITIES
- 5:43Waiter: Your steak sir. Very Me: Wow, that's rare.
- 6:28GARY / GARETTE'S STORY
- 8:35THE AUDIT GOALS
- 9:09THE AUDIT SCOPE
- 9:50EXPECTATIONS
- 11:12ACTUAL RESULTS
- 12:23NURTURE CAMPAIGN EMAILS
- 13:07LEVEL UP
- 13:48CHANGES I MADE
- 14:37DUO AUTHENTICATION PROXY
- 16:38DUO MOBILE
- 18:50WHAT'S NEXT
- 20:45KEY TAKEAWAYS
- 24:00KNOWLEDGE IS A JOURNEY
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