The role of internal documentation in support teams

Support teams carry much of your company's collective wisdom. We invited CX experts to a webinar and now collected nuggets of wisdom from that session for you in this article.

The role of internal documentation in support teams

Support teams carry much of your company's collective wisdom. We invited CX experts to a webinar and now collected nuggets of wisdom from that session for you in this article.

Last updated
July 21, 2023
Written by
Elisa Reggiardo

In the ever-evolving world of customer experience (CX), the path to success is paved with continuous learning and innovation. As professionals navigate their careers in the CX realm, they unearth valuable insights that shape their growth and drive remarkable transformations within organizations. Recently, we hosted a webinar on "Boosting CX with Internal Docs" and in this blog post, we are excited to share the key takeaways from this enriching session, where seasoned CX experts shed light on how internal documentation can be the driving force behind exceptional CX and foster a thriving company culture.

During the webinar, Anouk van Tuinen, our Head of Customer Success at Slite, had the honor of hosting two distinguished speakers who shared their wealth of knowledge and experience in the CX field:

Paule Matkeviciute - Head of CX at Tymeshift: With nearly 20 years of customer-focused experience, Paule Matkeviciute is a true CX expert, currently leading CX teams at Tymeshift, a modern WFM solution company. She passionately creates unforgettable customer experiences and takes pride in delivering measurable results and building successful teams. Besides being an industry leader, Paule is an avid Stranger Things fan, adding her unique flair to the CX world.

Riley Young - CX Education Specialist at Klaus: With a rich background spanning six years in the CX space, Riley Young has worked as a support agent, training manager, and quality manager. Her unwavering passion for educating others about the benefits of a well-run support organization shines through in her role as a CX Education Specialist at Klaus. Riley's dedication to empowering teams and promoting seamless support underscores the importance of internal documentation in elevating CX.

Alright, let's dive into the juicy bits from our recent CX webinar where we uncover how internal documentation is a hidden gem that empowers teams with knowledge.

Streamlining Support Processes

Paule opened our eyes to the significance of internal docs with a thought-provoking analogy. She compared internal documentation to a GPS system, saying, "Think about GPS, right? Whenever you need to go from point A to point B, it will update to the best route possible at this time, right? There might be traffic, so maybe it'll direct you to a different one. So I think updating the information is also really important because then it will help your team to get to the right answer faster." The analogy beautifully captures how internal documentation guides teams to navigate through complex issues efficiently, adapting to the ever-changing landscape of customer support.

Creating User-Centric Internal Docs

Riley emphasized the value of involving the team when creating new knowledge base resources, stating, "I spent many weeks building troubleshooting guides before, and it was probably months later that I saw the analytics tool on the pages and you could see who's viewed the pages. That really put in perspective how much work you should put in and making sure it's actually useful for the team that's gonna be using it. Not just expecting that they will because you've made it." Riley's experience highlights the importance of seeking feedback, conducting surveys, and testing the documentation to ensure it aligns with the team's needs and maximizes its impact.

By providing access to critical information and best practices, internal documentation streamlines processes and ensures consistent customer interactions. It's a powerful tool that shouldn't be overlooked.

Crafting Comprehensive Internal Docs

To harness the full potential of internal documentation, it's crucial to create comprehensive and user-friendly resources. The speakers emphasized the significance of involving team members in the documentation process, promoting collaboration and knowledge sharing. As Riley shared, seeking feedback from the team ensures that the documentation matches the way people are working and increases the likelihood of adoption.

Regular reviews and updates keep the documentation accurate, relevant, and aligned with evolving business needs, just like a GPS updates its route based on real-time data.

Effective internal documentation not only supports customer-facing teams but also empowers cross-functional collaboration. When different teams contribute their expertise to the documentation process, the knowledge base becomes more comprehensive and reliable, breaking down silos and centralizing information for employees.

Furthermore, involving team members in the documentation process fosters a sense of ownership and responsibility. When employees feel that their insights and experiences are valued, they are more likely to actively contribute to the knowledge base, continuously enriching it.

By streamlining internal documentation, you enhance information accessibility, ensuring team members spend less time searching for information and more time providing valuable support to customers. Additionally, a well-organized knowledge base improves new employee onboarding, allowing them to get up to speed quickly and effectively.

Elevating CX Through Internal Documentation

Here's the exciting part: internal documentation can significantly enhance customer experience. Well-structured and easily accessible docs enable teams to respond promptly and accurately to customer queries, as highlighted by our webinar experts. Consistent internal documentation ensures customers receive consistent experiences, regardless of the team member they interact with, building a solid foundation for exceptional CX.

Imagine a team of confident and empowered customer support agents equipped with the knowledge they need. Internal documentation makes it possible. By providing comprehensive documentation, your support team can address customer concerns proactively and independently. No more frantic scrambling for answers or relying solely on supervisors! Internal docs empower agents to handle complex issues, reducing the need for constant escalation.

Moreover, internal documentation plays a crucial role in reinforcing the brand's voice and values. When all team members have access to the same knowledge base, they can align their responses with the brand's tone and messaging, delivering a consistent and personalized customer experience.

Maximizing Internal Docs for Training and Onboarding

Let's not forget the value of internal documentation during training and onboarding. The webinar speakers stressed the importance of well-documented training materials that offer a structured learning path for new team members. Leveraging internal docs provides newcomers with a wealth of knowledge to help them get up to speed quickly and effectively. These resources preserve institutional knowledge and prevent knowledge gaps as your team evolves.

Investing in training and onboarding programs that leverage internal documentation sets a strong foundation for success. New employees feel supported and confident from day one, leading to faster productivity and higher job satisfaction. As your team grows and evolves, the documentation remains a valuable resource for ongoing learning and development.

Driving Continuous Improvement and Feedback

Our webinar experts emphasized the significance of actively seeking feedback to refine internal documentation. By involving your team in identifying areas for improvement, you foster a collaborative culture and ensure that the documentation remains relevant and valuable. Paule Matkeviciute aptly likened the need for updates to a GPS system, adjusting the route based on real-time information to arrive at the best destination.

Encouraging a culture of continuous improvement not only benefits your internal processes but also translates to a better customer experience. When your team actively seeks feedback from both customers and internal stakeholders, they gain valuable insights that drive innovation and enhance support interactions.

The "Boosting CX with Internal Docs" webinar shed light on the power of internal documentation in enhancing customer experience. By creating comprehensive and user-friendly internal docs and involving the team in the process, companies can build a strong foundation for consistent and exceptional customer support. So, don't underestimate the value of internal documentation - it's the roadmap that guides your team towards customer success!

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Written by

Elisa Reggiardo is part of the Marketing team at Slite where she leads the Partner Marketing motions. She is also a mom, author, and a big fan of delicious wine.

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