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Episode 1

How to manage support content with Kimberley Porter, Huddle

About The Episode

Aly talks with Huddle’s Instructional Designer, Kimberley Porter, about how to manage a backlog of support content, how to form benchmarks and measure results of support content, and what the best first piece of content is for self-service customers.

Who Should Listen?

This episode is perfect for those involved with educating their customers, whether through help documentation or onboarding.

Key Takeaways:

  • The best time to start collecting data.

  • The key to setting benchmarks.

  • The two main metrics you should focus on measuring.

  • The questions which will ease your backlog.

  • The importance of creating a safe environment for customers.


Kimberley’s LinkedIn

Kimberley’s Twitter

“Google Analytics and Help Center - Part 1: Asking the right questions” on the Zendesk blog

Want to come on the podcast?

Connect with Aly or Hannah via email, Twitter or Linkedin.