Technical Support Sites: Challenges and Opportunities

Oh my! Technical product information (the type you’d find on customer support and knowledge base websites) serves many vital functions in modern customer experiences. But, customer experiences vary, as do the capabilities of content organizations to provide their customers with content experiences that delight, impress, and satisfy them.

This presentation showcases the latest research from The Content Wrangler, Content Science, and Heretto. The study examines the challenges facing organizations attempting to build exceptional digital experiences for prospects and customers who need access to technical product information. The research also aims to spot opportunities for making customer support content, user assistance, step-by-step procedures, product documentation, video lessons, chatbot conversations, knowledge base articles, and more accessible to consumers under one digital roof.

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