Lief is co-founder of Intuitive Stack, a content strategy consultancy for businesses with outdated technical documentation practices. He holds a master’s degree in Content Strategy from FH Joanneum (Austria), where he also teaches information architecture. With expertise in taxonomies, search optimization, and ContentOps, Lief has held roles as a technical writer and information architect. At Intuitive Stack, he helps organizations modernize their content strategy so they can focus on their next innovation.

Expanding Self-Service for a Better Customer Experience

Co-presented with: Dave Marotz

Customers needed help. But the answers they were looking for were buried in a rarely-used system. Instead of self-service, they had no choice but to rely on customer success engineers—driving up costs and bottle-necking on-boarding.

This case study shows how a smarter content approach is on track to reduce on-boarding time by 70%. By tagging content to specific roles, mapping it to the customer journey, and eliminating or fixing redundant efforts, we’ve built a system that actually works. If you’re looking to take the pressure off your support team while making things easier for customers, this session will show you how.

In this session, attendees will learn how:

Many organizations face some version of the same problem: how to efficiently get new clients onto and using their platform or using their project. For revenue and profitability reasons, this needs to be accomplished with as quickly and as low-touch as possible. Our approach is producing results, and is general enough to be applicable and of interest to other organizations.