Every time someone views your product content, it’s a purposeful engagement with direct business value. Are you making the most of that interaction? In this episode of the Content Operations podcast, special guest Patrick Bosek, co-founder and CEO of Heretto, and Sarah O’Keefe, founder and CEO of Scriptorium, explore how your techcomm traffic reduces support costs, improves customer retention, and creates a cohesive user experience.
Patrick Bosek: Nobody reads a page in your documentation site for no reason. Everybody that is there has a purpose, and that purpose always has an economic impact on your business. People who are on the documentation site are not using your support, which means they’re saving you a ton of money. It means that they’re learning about your product, either because they’ve just purchased it and they want to utilize it, so they’re onboarding, and we all know that utilization turns into retention and retention is good because people who retain pay us more money, or they’re trying to figure out how to use other aspects of the system and get more value out of it. There’s nobody who goes to a doc site who’s like, “I’m bored. I’m just going to go and see what’s on the doc site today.” Every person, every session on your documentation site is there with a purpose, and it’s a purpose that matters to your business.

Related links:

* Heretto
* Contact Heretto to walk through their support evaluation sheet with an expert!
* The business case for content operations (white paper)
* Curious about the value of structured content operations in your organization? Use our content ops ROI calculator.
* Get monthly insights on structured content, futureproof content operations, and more with our Illuminations newsletter

LinkedIn:

* Patrick Bosek
* Sarah O’Keefe

Transcript:
Introduction with ambient background music
Christine Cuellar: From Scriptorium, this is Content Operations, a show that delivers industry-leading insights for global organizations.
Bill Swallow: In the end, you have a unified experience so that people aren’t relearning how to engage with your content in every context you produce it.
Sarah O’Keefe: Change is perceived as being risky, you have to convince me that making the change is less risky than not making the change.
Alan Pringle: And at some point, you are going to have tools, technology, and process that no longer support your needs, so if you think about that ahead of time, you’re going to be much better off.
End of introduction
Sarah O’Keefe: Hi, everyone, I’m Sarah O’Keefe and I’m here today with our guest, Patrick Bosek, who is one of the founders and the CEO of Heretto. Welcome.
Patrick Bosek: Thanks, Sarah. It’s lovely to be here. I think this is may be my third or fourth time getting to chat with you on the Scriptorium podcast.
SO:  Well, we talk all the time. This is talking and then we’re going to publi- no, let’s not go down that road. Of all the things that happen when we’re not being recorded. Okay. Well we’re glad to have you again and looking forward ...