Smarter, “full fidelity” navigation: We needed to let customers intuitively explore our documentation and navigate the entire collection via a dynamic table of contents, rather than force them to jump from one KB article to another to learn what they needed.

Though Salesforce Communities are best-in-class, their search functionality has some limitations.

Improved searchability: We needed to make our documentation easily searchable, so customers can quickly find the precise info they need.

In order to upgrade the self-service experience for our customers, we identified some essential capabilities to improve our approach: We were maintaining thousands of individual help articles and had been using MadCap’s native Salesforce connector to publish this content as a library of Knowledge articles on our customer community.

To support their editorial work, we use the popular XML authoring solution MadCap Flare.

This lined up with industry research as well, with a recent analysis by Gartner Research predicting that by 2023, more than 60% of all customer service engagements will be delivered via digital and web self-serve channels, up from 23% in 2019.Īt Workfront, we have a team of seven writers who develop user guidance for our products. When they ran into issues or had questions about how a certain feature worked, they wanted the tools to easily find the answers they needed, and carry on with the task at hand. We learned that our customers - more than anything - wanted to learn about our solutions on their own. The key to customer success is empowerment, and the key to empowerment is an exceptional product information & guidance experience. Of all the insights we gathered, one proved particularly valuable: Through a mix of customer interviews and support case analyses, we sought to understand when and why customers encountered challenges using our products, how easily they adopted new features and functionality, and how they preferred to get product answers. If you want to make a memorable impact and truly help someone, learn how to make them feel enabled and well-positioned for success.Įarly last year, my team and I at Workfront, an Adobe company, decided to take a deep look at how we could best help our customers feel as empowered and successful as possible with our products. These words from the great poet and activist, Maya Angelou, remind us of the importance of empowerment, and its role in building connections with others. “People will forget what you said, people will forget what you did, but people will never forget how you made them feel.”

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