How to Elevate Your Content With Customer Feedback Loops — Whiteboard Friday

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Hey, Moz fans. Welcome back to another edition of Whiteboard Friday. My name is Meghan, and I’m on the Learning team here at Moz. Today, I’m going to talk to you about harnessing the power of feedback when it comes to content iteration.

So one of the projects that I contribute to in my position here is taking care of our customer help center, which we call the Help Hub. If you’re not familiar with the Help Hub, this is where we house all of our how-to guides, tips and tricks, workflows, and troubleshooting guides for the Moz tools. I do encourage you to check it out if you have some time later or if you have questions about the tools.

A key part of maintaining the Help Hub includes gathering, monitoring, and implementing customer feedback, and this is a crucial component for us. Why is that? Well, because we want to be sure that we’re providing quality, helpful content to our customers. In addition, this process allows our customers to find answers to their questions quickly and easily at any time. It does take some of the lift off our Help team as well by reducing the number of tickets that they receive asking these very questions. So I’m going to go ahead and take you through the process that we use to implement customer feedback, in hopes that you can take it and apply it to your own content creation and maintenance strategies.