A great service experience can create loyal customers, but what happens if those customers never interact with a person at all? For most online businesses, self-service (mediated by generative AI tools) will soon be the primary way people interact with their company when they need help. That means the content — especially the knowledge base, support, and in-app help copy — will define the experience, the "feel" of a business for many of their customers. Technical writers and support teams will desperately need the help of content designers to create brand-building support experiences. In this talk, Mat Patterson, former customer support leader turned content creator, explores the role of content in the self-service-first future of online business. Attendees will learn:
- Why self-service is the future of service
- How their brand-aligned expertise will become highly valuable to customer support departments
- Why they should start connecting with tech writers now
