STC Summit 2016

Today’s customer accesses product content through an average of seven different touchpoints to find information, share knowledge, submit questions, and get answers. Studies show that 90% of consumers expect the customer experience to be consistent across these touchpoints. In the quest to provide a truly personal and interactive customer experience, organizations, such as Ping Identity, are revolutionizing the delivery and access of product documentation and shifting away from the old paradigm of cumbersome PDF books or insulated online help. In this session, Saltzman explores how companies can deliver personalized and consistent product documentation across all customer touchpoints to include web search, documentation portals, support knowledge bases, contact centers, and social customer communities while providing a cohesive and consistent user experience.