So, you’ve spent some time building the basic elements to your tree? Now you find yourself in a bit of a pickle –
- What do I say in the Question or Answer Node?
- Should I use the Link Node or should I just provide all of the information without linking?
- How do I even begin tying Nodes together so that their function is truly realized?
Writing Nodes can be a bit challenging. This is because oftentimes writing nodes requires you to teardown your product or service in ways that you may not have EVER done before or maybe it has been a very long while since you have. Either way, there are four key tools to help you accomplish this! In this session, we will couple these tools along with fresh look inside the support that you dream of providing to your users.
Learn about our methods to write the best nodes!
What’s An Effective Node?
Well the simple answer could be A tool that leads my user toward self service! This is a good definition, however to achieve that – we are gonna have to work through the troubleshooting path that it will take for your user to Self Serve! I might also add that an effective node also anticipates a user’s issue and question(s). Basically, we do the troubleshooting steps beforehand so that your customers can lead themselves to Self Service. YIPPIE!!
Ok, let’s get back to the process of leading your customers to the Promised Land. We will be using data that you have collected, either from end users or from those that have asked questions throughout the development stages and just about any other place that you have received feedback or had customer interactions with your product or service.
The Method: Using Your Data to Serve
First off, let’s get past the types of Nodes and How to use them for a moment. Of course they’re important, but for now lets use a user’s question (issue) as our guide toward selecting the right Node at the correct time. Figuring out which questions to include is part research and part intuition. Not to mention, your customers will surely provide you with that question that “I’ve never thought to ask” along the way. The great part is that your Tree is dynamic and more Nodes can be added or removed as needed!
So let’s look at the many sources that our potential Nodes can come from:
Using your previous support tickets, user feedback, etc. you may be able to recognize a few patterns. You may recognize that your users have been questions that maybe could have been a bit clearer in the documentation. Maybe it was not included in the manual at all or there is no public facing docs that address a specific issue or feature. Those are all excellent sources for Nodes!
TIP: The troubleshooting steps that lead to previous support tickets being solved are already full Trees!