knowledge-centered support at atlassian - neil kenagy
DESCRIPTION
In this session, we will provide insights to knowledge-centered support (KCS) practices, based on Atlassian’s customer support operations. We'll cover the elements of both the solve and the evolve loops in a high-touch, open-communication, rapidly growing support center. We'll also discuss key motivations and measures needed to ensure a balance between responsiveness and online capability.TRANSCRIPT
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#atlassian
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Neil Kenagy • Program Manager, Knowledge • Atlassian • @nkenagy
Knowledge-Centered Support at Atlassian
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40% Growth in Customer Base
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#1 Problem ––––––––
Scaling Support
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About Neil
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Knowledge Centered Support
Consortium for Service Innovation, www.serviceinnovation.org
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Atlassian Values match up to
Knowledge Centered Support
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Atlassian Values match up to
Knowledge Centered Support
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Atlassian Values match up to
Knowledge Centered Support
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Atlassian Values match up to
Knowledge Centered Support
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Atlassian Values match up to
Knowledge Centered Support
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Atlassian Values match up to
Knowledge Centered Support
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E v e r y o n e a n A u t h o r
C o n t e n t C a p t u re d i n C o n t e x t
Long Term Practices
P u b l i s h Q u i c k l y
K n o w l e d g e a s a P ro d u c t
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Knowledge as a Product
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Everyone is an Author
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Publish Quickly
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confluence.atlassian.com
answers.atlassian.com
Customers are Using Knowledge
jira.atlassian.com
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PageViews into product Knowledge Bases
300,000per month
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PageViews for JIRA Knowledge Base
135,000per month
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PageViews for Confluence Knowledge Base
95,000per month
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Gaps in full KCS Excellence !
Closed-Loop Response
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Gaps in full KCS Excellence !
Review Activity
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Gaps in full KCS Excellence !
Analyze and Prioritize
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9 0 / 9 0 R u l e : 9 0 % o f w h a t i s l e a r n e d
i s a v a i l a b l e i n 9 0 M i n u t e s
Steps Towards Phase 4 KCS
8 5 / 8 5 R u l e : 8 5 % o f c u s t o m e r s u s e k n o w l e d g e 1 s t
s u c c e s s f u l 8 5 % o f t h o s e t r i e s
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Steps Towards Phase 4 KCS !
10-15% of Support Team, 10% of Time
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Steps Towards Phase 4 KCS !
Track Each Content Action
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Steps Towards Phase 4 KCS !
Focus on Outcomes, not Actions
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Role of Atlassian Software
in KCS
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Neil Kenagy • Program Manager, Knowledge • Atlassian • @nkenagy
Thank you!