Want to Reduce Customer Effort? Start With Hierarchical Content Structure
MAY 22, 2018
There are a number of approaches to structuring content that can help stakeholders refine their self-service content strategy to reduce customer effort. As you can see, by using meaningful naming conventions such as /Documentation/Knowledge Management, customers can visually discern the hierarchical relationship between different pieces of content. Hierarchically structured content, when exposed in the URL, also helps reduce customer effort.