Content Mechanics / SERVICES
Customer & Employee Support Content
What we do
Companies typically invest more in sales and marketing content than in customer support and even less in employee-facing content. While attracting customers is crucial, retaining and delighting them is equally important. We bridge these content gaps using DITA XML architecture, ensuring efficient, answers-driven customer support and enterprise content for better employee engagement and customer satisfaction.
Self-service Answers
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We analyze your high-value content types to identify key answers using DITA content re-use architecture and user analytics. By "componentizing" large content sets into meaningful DITA topics, we enhance findability, enabling customers and employees to quickly access precise information through self-service channels.
We drive efficiency and scalability by enabling content reuse across channels, adapting for variables like product version, model, audience, market, and naming conventions.
How many "answers" are in a 400-page manual?
We use DITA componentization to improve answer retrieval for customers and reduce AI hallucinations.
Content Migration
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We take your customer support and employee-facing content through a six-step content migration, optimizing it for AI-generated content, agent-assisted support, and self-service to maximize content performance.
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CONTENT PREP
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CONTENT STAGING
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SYSTEM PREP
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CONTENT INGESTION
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VALIDATION (QA)
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TOPIC TUNING
"Content repositories, knowledge-bases, and LLMs are only as effective as the quality and accuracy of the content they store."