I'm Nivedita and I manage the Customer Support team at BiblioCommons. We're a company that provides cool online catalogs and websites for public libraries all around the world!
We've been using Zendesk for about 3 years now and we love it!
Currently, we don't have a team dedicated to just documentation. It's handled mainly by support agents and product owners when they can squeeze in some time for it. So what we're missing is a process to flag the need for new articles, update existing ones that are outdated etc. I've read the articles on the Knowledge Capture app and it seems wonderful - except it's a little hard to use with our current setup.
I'd love to know more about how you all manage documentation in your respective companies :) Any tips or best practices that you'd like to share are welcome! If this has been previously discussed in another thread, please point me to it :)
Thank you so much!!
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