Sarah Chambers
@sarahleeyoga · kayako, customer support evangelist
Congrats on the hunt! How do you see this integrating with other Help Center software and supporting support teams who rely on great documentation?
4sharetweet・
David Ryan
@davedri · Founded Corilla. Red Hat & NUMA alumnus.
@sarahleeyoga Firstly I should say I'm a big fan of your work in the customer support world, and great to see some familiar faces from the Write The Docs community.
It's been interesting seeing how the various "help desk" and "customer support" companies have expanded. Likewise the "customer support. Some like ZenDesk have really high quality documentation portals (we actually used it on OpenShift at Red Hat for a while!). It's a logical move for those companies to host static documentation as customer support without docs is like bailing water out of a leaking boat.
This was one of the really interesting things to observe during the beta period. There was a specific demographic of users with subscriptions to these kinds of services were still heavily invested in Corilla. One of the "a-ha" moments for me was hearing one of them describe their view of Corilla as "an IDE for documentation". And the RFEs for integrations came soon after.
This highlights that the "missing M in CMS" is an issue not just for companies with a primary focus on documentation, but those with heavy customer support traffic (and as a result - customer support costs). By focusing on the workflow for authoring and maintaining this kind of content, we do our part in reducing that cost of support, and in turn it adds value for us to integrate with the major support platforms.
3sharetweet・