Only Interesting Conversations: The Symbiotic Relationship Between Docs and Support
summary
Argues that direct partnership with support reduces repeated, boring tickets by building targeted how‑tos: created a domain configuration playbook with registrar‑specific steps, screenshots and direct links, which cuts a problem that ate about 30% of support time and shifts calls to complex issues. Uses co‑location and regular desk shadowing to find patterns, prunes and centralizes docs, and measures success by shorter interactions, more KB hits and higher-quality conversations while warning those metrics can mislead.
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chapters (13)
- 0:00Intro
- 0:42Symbiotic Relationship Between Documentation & Support
- 3:16Onboarding
- 3:29Matthew Buttler: Former Support Agent
- 4:02Click on "Account Billing" and enter a valid credit card.
- 7:36Conversations about the thing.
- 8:14Interesting Problems.
- 8:37toolkit.
- 9:13Two different organisms living in close physical association, typically to the advantage of both
- 11:40Authentication (One Time Passwords)
- 12:22Knowledge Gap.
- 13:03Degradation Problems
- 17:28Things need fixing.
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