How to Manage Support Content with Kimberley Porter, Huddle

Note: The Churn It Up podcast episodes were created by Receptive who Pendo acquired.

About The Episode

Aly Mahan, talks with Huddle’s Instructional Designer, Kimberley Porter, about how to manage a backlog of support content, how to form benchmarks and measure results of support content, and what the best first piece of content is for self-service customers.

Who Should Listen?

This episode is perfect for those involved with educating their customers, whether through help documentation or onboarding.

Key Takeaways:

• The best time to start collecting data.
• The key to setting benchmarks.
• The two main metrics you should focus on measuring.
• The questions which will ease your backlog.
• The importance of creating a safe environment for customers.

Resources:

Kimberley’s LinkedIn

Kimberley’s Twitter

“Google Analytics and Help Center – Part 1: Asking the right questions” on the Zendesk blog