On-Demand Webinar

From FAQs to KB: How To Make The Most of Your Organization's Knowledge

Don't let your growth rate damage your customer support process

Find out how you can future-proof your self-service support center without completely revamping it.

For customer support teams, it can feel like you're always putting out fires, and just waiting for the next one to come along - but it doesn't have to be like this.

Your self-service is the most important place you can look to reduce the volume of inbound support requests by helping customers quickly and easily help themselves.

Build your self-service with growth in mind and you will:

  • Reduce inbound tickets for simple questions
  • Free up time to let your team focus on the things that matter
  • Improve customer satisfaction and reduce your customer effort score

Jon Meyer, Customer Support Knowledge Leader at Twilio will show you:

  • How to find actionable insights that will improve your self-service organization, customer effort and your company as a whole
  • How can you take Twilio’s key learnings and apply them to build a similar system for your organization.


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Kelly O'Brien has provided Self-Service Content Management services for Kayako. By day, she is a mild-mannered technical writer, but by night...well, she's still pretty mild-mannered. She likes to cook, eat, bike, and throw Lego parties.

Kelly O'Brien


Jon Meyer is a self-service expert with over 10 years of experience. He is passionate about the exciting intersection of support and design while helping companies reduce customer effort with beautiful, intuitive support experiences.

Jon Meyer