This week, I touch on a problem that faces customer support professionals in customer-savvy organizations: they are expected to document their interactions with customers and, in the case of tech support agents, to capture the fixes to the customers’ technical problems. However, many agents skilled in technology and helping customers are not very good at writing.
In my article this week, I offer a few suggestions on how to capture information for a knowledgebase that can be shared by other support professionals. And I present an example of what a customer goes through when this knowledge isn’t captured and shared.
What Constitutes Good Written Communications
As I was writing the article, I remembered a document I created years ago to explain to my then writing staff how I approached editing the articles they would be writing for me. I thought I would share that approach with you now. Even though it talks about writing for our Customers.com Research service, the concepts of what I want and expect applies to all written communication, whether writing articles, capturing technical knowledge, or even writing emails.