Liaison International

Nomination Details

Our Expert site is the single source of truth and main resource for all of our product users and employees. On an annual basis, we see 3M site visitors who engage in 5.5M sessions with 12M pageviews.  

  To ensure an optimal experience for all users, and to maintain administrative scalability, we:   

• Use our site instead of submitting support tickets, which is becoming increasingly popular among more people.  

• Have a self-service assistance ratio of 9:1, utilize rate of 90%, and maintenance rate of 7.8.  

• Use custom headers, custom branding, and 4,700 global variables to create personalized experiences.   

• Use custom JavaScript, HTML, DekiScript, and CSS to create buttons, banners, and specific navigation experiences.    

• Use conditional content to document internal knowledge and processes.   

• Incorporate feedback tools for users to provide recommendations for article improvement.     

• Store most content in several product-specific content repositories which contain 210+ articles with hundreds of content snippets; these content snippets are reused throughout the site, so when we need to make a change to a snippet, we only have to do this in a single location (i.e., the repositories).   

• Adhere to a strict style guide to ensure content is written and presented in consistent formats.   

• Integrate with Salesforce so that our customer service representatives have access to Expert articles when working with cases.   

• Integrate with product APIs to automatically import data and information into articles.    

• Integrate with RingCentral to bring live chat directly into dozens of categories.  

• Expanded our existing integration with Ada, a chatbot vendor, to provide article content within additional products.