> It's almost like someone had the brilliant idea of unifying an internal and external tool that both did the same thing, and devoting more resources to making the result work better than either ever did.
This is super powerful when applied to tools, but also docs, pricing and decisions. At my current job, whenever we make a rule around licensing or pricing, we publish it to our external facing FAQ. This means that the sales people consult the same info as the customer can.
Many customers choose to cut out the sales folks and read the FAQs, which is fine. Some choose not to. Some choose to read the FAQ and chat with the sales folks for further details.
But having one place where everyone can go lets people consume that info as they wish, as well as acting as a forcing function for keeping it up to date.
It frustrates me that our org chooses to hide a lot of the FAQs behind the help desk. The higher ups think this is like "white glove service", but in practice, it's so much slower for anyone who has the slightest idea about the what they're looking for, and because everyone has to go through the desk, they're sometimes overwhelmed. That leads to way more escalations than there otherwise would be (which leads to the non-higher ups having to focus more on answering tickets and less on what they're paid to do).
* publish as much as you can online (it's not like another page in the CMS costs you anything, really)
* make it very easy and clear how to contact a human, in case the online content doesn't answer my question
But I could see how implementing only one or the other would be counterproductive.
This is super powerful when applied to tools, but also docs, pricing and decisions. At my current job, whenever we make a rule around licensing or pricing, we publish it to our external facing FAQ. This means that the sales people consult the same info as the customer can.
Many customers choose to cut out the sales folks and read the FAQs, which is fine. Some choose not to. Some choose to read the FAQ and chat with the sales folks for further details.
But having one place where everyone can go lets people consume that info as they wish, as well as acting as a forcing function for keeping it up to date.