Hello all
Large and key topic of knowledge base!!! (My question below is here on KB for client)
We are splitting the organisation and responsibility of knowledge into 5 categories. Each one is assigned to one or the other department:
1- Marketing content
2- UX doc (everything to ensure the interface is self-explanatory)
3- Technical doc (for dev)
4- Support doc
5- Education (e-learning... etc)
Client Success team is in charge of 4 and 5
Today we use Zendesk as general doc repository, but for Support (aim of this doc is to decrease involvement of support team) I'm thinking to
either create a forum (we have already an internal forum, so that client one could be a selection of the internal forum or a new one)
either create a forum and get a also doc rep besides (Zendesk, Freshdesk...)
NB: We use Intercom for now as support tool and have successfully tested chat bot to push the right doc reference to our client without human interaction.
So question is how do you organise support doc on your side?
Thanks
Thomas