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Ask the Experts:  A Best Practices Panel with Apple, GE Fanuc, Symantec, Mentor Graphics and InQuira SSPA Best Practices C...
About Today’s Sponsor Who is InQuira and why are you here? <ul><li>Enterprise software company </li></ul><ul><ul><li>A kno...
Which technologies have the largest impact on Customer Service Productivity  and  Customer Experience?
There are Four Primary Applications for the  InQuira Customer Experience Platform WEBSITE MARKETING Converting Browsers In...
Expert Panel Discussion <ul><li>Best Practices on Knowledge / Content Management  [15 min] </li></ul><ul><ul><li>Joe Hines...
Topic #1:  Best Practices in Knowledge & Content Management <ul><li>Panelist Point of View </li></ul><ul><ul><li>Scott Duh...
Best Practices on Knowledge/Content Management     Scott Duhaime GE Fanuc Intelligent Platforms
Best Practices on Knowledge/Content  Management <ul><li>We have historically asked support agents to create one kb article...
Knowledge/Content Management <ul><li>Customer self service is of high importance </li></ul><ul><li>With the Inquira tool, ...
Topic #2:  Making the Most of Web Self-Service <ul><li>Panelist Point of View </li></ul><ul><ul><li>Kim Kelly Support Deli...
Content Evolution: From the TTY to Web 2.0 Getting the Most Out of Web Self-Service  Kim Kelley Program Manager SSPA Confe...
About <ul><li>Mentor Graphics Corporation </li></ul><ul><ul><li>A technology leader in  E lectronic  D esign  A utomation ...
Circa 2000 One Customer at a Time, One Answer at a Time SSPA Conference 2008 All Customers Customer Applications Engineers...
Circa 2008  Search, Solve, Share Content to Serve the Masses SSPA Conference 2008
Circa 2009 – Total Customer Experience SSPA Conference 2008 <ul><li>75% of customer visits are   successful </li></ul><ul>...
Topic #3:  Web 2.0 for Customer Support <ul><li>Panelist Point of View </li></ul><ul><ul><li>Brad Smith Senior Director of...
Support Experience Framework & Knowledge Community Overview  Symantec Global Support Experience Team Brad Smith [email_add...
GSX Purpose and Objectives Global Support Experience Team  Overview <ul><li>Mission </li></ul><ul><ul><li>Our mission is t...
Agenda <ul><li>Best Practices on Knowledge/Content Mgmt </li></ul><ul><li>Web 2.0 for Customer Support </li></ul><ul><li>C...
Customer Exceptions Development Engineering Assisted Support Product Management Self-help Product Management Web 2.0? - Us...
Web 2.0 building blocks - Support Experience Framework <ul><li>Key focus statement: what are the typical interactions a ‘p...
The Customer Experience = Journey <ul><li>A Starting Point </li></ul><ul><ul><li>Where should they start their journey? </...
Questions? Global Enterprise Support Services - February 2008
Topic #4:  Customer Service/Support Management Perspectives <ul><li>Panelist Point of View </li></ul><ul><ul><li>Brent Hay...
Customer Service / Customer Management Practices Overcoming Organization Change Management in a  S&M Size Business Present...
The Light Bulb Moment © InQuira, Inc. Confidential -  The key for us to provide better service to our customers…… …… .. Co...
“ A House Divided” Support Experience Before (Production Customer Centric) Front Line <ul><li>InQuira Support Center Websi...
“ A House United” Support Experience After (Single Process and  Organization Model to Support all Support Requests) Front ...
The Bottom Line Impact -  Tapped into 60+ Field Sales and Services personnel for KB contribution and problem solving -  Mi...
Agenda <ul><li>Best Practices on Knowledge/Content Mgmt </li></ul><ul><li>Web 2.0 for Customer Support </li></ul><ul><li>C...
M&A Nightmare: Manual Case logging and entitlement verification <ul><li>Do you have a support id?  Y/N (12 digit VSN) </li...
Customer Exceptions Development Engineering Assisted Support Product Management Self-help Product Management Integrate the...
Creating a Knowledge Community across ALL groups <ul><li>Customer </li></ul>Global knowledge Management Initiative 2008 Ma...
Appendix
Collaboration Across Roles SSPA Conference 2008 Historically content media is divided by role and responsibility WWCSM CE ...
Agenda <ul><li>Best Practices on Knowledge/Content Mgmt </li></ul><ul><li>Web 2.0 for Customer Support </li></ul><ul><li>C...
Customer Exceptions Level 1 Level 3 Level 2 Support Center 10,000 2,000 400 80 Development Engineering Assisted Support Se...
Article Create, Edit, Link Workflow SEARCH EDIT FOUND – CAN BE IMPROVED LINK FOUND NOT FOUND STRUCTURED CASE LOGGING CREAT...
The Review Workflow REVIEW WORKFLOW PUBLISH HIGH RISK ARTICLE 3 LINKS AUTO FLAG FOR KE2 TEAM REVIEW TSE CHOICE KE2 REVIEW ...
Agenda <ul><li>Best Practices on Knowledge/Content Mgmt </li></ul><ul><li>Web 2.0 for Customer Support </li></ul><ul><li>C...
On Line Interaction Experience Defined <ul><li>A journey to a desired outcome </li></ul><ul><li>The discovery of options <...
Customer Exceptions Development Engineering Assisted Support Product Management Self-help Product Management Mapping Custo...
<ul><li>Exploration:  the process customers use to determine what options exist </li></ul><ul><ul><li>Typically the custom...
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Ask The Experts Panel [SSPA Santa Clara, May 2008]

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Slides from panel discussion with representatives from Apple, GE Fanuc Intelligent Platforms, Mentor Graphics, Symantec and InQuira

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  • 06/03/09
  • Transcript of "Ask The Experts Panel [SSPA Santa Clara, May 2008]"

    1. 1. Ask the Experts: A Best Practices Panel with Apple, GE Fanuc, Symantec, Mentor Graphics and InQuira SSPA Best Practices Conference, Santa Clara May 5, 2008
    2. 2. About Today’s Sponsor Who is InQuira and why are you here? <ul><li>Enterprise software company </li></ul><ul><ul><li>A knowledge platform for customer service and support </li></ul></ul><ul><ul><ul><li>InQuira Intelligent Search </li></ul></ul></ul><ul><ul><ul><li>InQuira Information Manager </li></ul></ul></ul><ul><ul><ul><li>InQuira Analytics </li></ul></ul></ul><ul><li>Rule #1 of Marketing – Be Where Your Customers Are! </li></ul><ul><ul><li>Mentor Graphics </li></ul></ul><ul><ul><li>Juniper Networks </li></ul></ul><ul><ul><li>GE Fanuc </li></ul></ul>
    3. 3. Which technologies have the largest impact on Customer Service Productivity and Customer Experience?
    4. 4. There are Four Primary Applications for the InQuira Customer Experience Platform WEBSITE MARKETING Converting Browsers Into Buyers AGENT-ASSISTED SUPPORT Empowering Agents to Resolve Problems ENTERPRISE KNOWLEDGE MANAGEMENT Leveraging knowledge across the organization WEB SELF-SERVICE Helping People Help Themselves
    5. 5. Expert Panel Discussion <ul><li>Best Practices on Knowledge / Content Management [15 min] </li></ul><ul><ul><li>Joe Hines, Manager Applecare Knowledge Management, Apple </li></ul></ul><ul><ul><li>Scott Duhaime, GlobalCare Product Manager, GE Fanuc Intelligent Platforms </li></ul></ul><ul><li>Getting the Most Out of Web Self-Service [15 min] </li></ul><ul><ul><li>M.J. Hawes, Senior Manager Applecare Global Online Support, Apple </li></ul></ul><ul><ul><li>Kim Kelly, Support Delivery Systems Program Manager, Mentor Graphics </li></ul></ul><ul><li>Web 2.0 for Customer Support [15 min] </li></ul><ul><ul><li>Brad Smith, Senior Director of Online Support, Symantec </li></ul></ul><ul><li>Customer Service/Support Management Perspectives [15 min] </li></ul><ul><ul><li>Brent Hayward, Vice President of Professional Service and Worldwide Support, InQuira </li></ul></ul><ul><ul><li>Brad Smith, Senior Director of Online Support, Symantec </li></ul></ul>
    6. 6. Topic #1: Best Practices in Knowledge & Content Management <ul><li>Panelist Point of View </li></ul><ul><ul><li>Scott Duhaime GlobalCare Product Manager GE Fanuc Intelligent Platforms </li></ul></ul><ul><ul><li>Joe Hines Manager Applecare Knowledge Management Apple </li></ul></ul>
    7. 7. Best Practices on Knowledge/Content Management   Scott Duhaime GE Fanuc Intelligent Platforms
    8. 8. Best Practices on Knowledge/Content Management <ul><li>We have historically asked support agents to create one kb article per week </li></ul><ul><li>This has lead to a lot of content, but not necessarily the best written content (often “stream of conscience”), much of it dated </li></ul><ul><li>As a result, we are now following these best practices: </li></ul><ul><ul><li>Incorporating “how to write a good KB article” into our latest support agent training with a template to follow </li></ul></ul><ul><ul><li>Adding a tech review process by the team lead </li></ul></ul><ul><ul><li>Inquira tool allows us a process to review dated material </li></ul></ul><ul><ul><li>We perform data mining on a monthly basis of all support cases to catch trends and recommend what types of articles should be considered to be written, changes that need to be made, etc. </li></ul></ul><ul><ul><li>This data is shared with marketing and engineering to incorporate into future product releases </li></ul></ul>
    9. 9. Knowledge/Content Management <ul><li>Customer self service is of high importance </li></ul><ul><li>With the Inquira tool, customer’s have the ability to rate articles and provide comments or feedback </li></ul><ul><li>We are looking at ways to motivate and provide incentive to agents to write good articles </li></ul><ul><li>We are looking at ways to provide additional data to our most technically challenging customers, including our application engineers, professional services staff, channel partners, SI’s, and others that touch our products </li></ul>
    10. 10. Topic #2: Making the Most of Web Self-Service <ul><li>Panelist Point of View </li></ul><ul><ul><li>Kim Kelly Support Delivery Systems Program Manager Mentor Graphics </li></ul></ul><ul><ul><li>M.J. Hawes Senior Manager Applecare Global Online Support Apple </li></ul></ul>
    11. 11. Content Evolution: From the TTY to Web 2.0 Getting the Most Out of Web Self-Service Kim Kelley Program Manager SSPA Conference - Ask the Experts: Best Practices Panel
    12. 12. About <ul><li>Mentor Graphics Corporation </li></ul><ul><ul><li>A technology leader in E lectronic D esign A utomation </li></ul></ul><ul><ul><li>Established in 1981; today ~4K employees worldwide </li></ul></ul><ul><ul><li>FY2008 revenue: $860M; Support Revenue: $290M </li></ul></ul><ul><ul><li>500+ support professionals in 14 countries worldwide </li></ul></ul><ul><li>SupportNet ( http://supportnet.mentor.com ) </li></ul><ul><ul><li>Online support for troubleshooting, downloads, documentation, how-tos, tutorials, TechNotes </li></ul></ul><ul><ul><li>English and Japanese sites </li></ul></ul><ul><ul><li>Support Awards: </li></ul></ul><ul><ul><ul><li>ASP Ten Best Web Support Sites </li></ul></ul></ul><ul><ul><ul><li>STAR Award Hall of Fame – Complex Support </li></ul></ul></ul><ul><ul><ul><li>SCP certification annually </li></ul></ul></ul><ul><ul><ul><li>First company certified for new SCP eServices standard </li></ul></ul></ul><ul><li>Kim </li></ul><ul><ul><li>Program Manager for Services Delivery within Customer Support </li></ul></ul><ul><ul><li>Previous roles as Director of Operations & Director of Marketing </li></ul></ul><ul><ul><li>Mom to three beautiful children </li></ul></ul>SSPA Conference 2008
    13. 13. Circa 2000 One Customer at a Time, One Answer at a Time SSPA Conference 2008 All Customers Customer Applications Engineers Preferred Path SupportCenter Coordinators “ DirectConnect”
    14. 14. Circa 2008 Search, Solve, Share Content to Serve the Masses SSPA Conference 2008
    15. 15. Circa 2009 – Total Customer Experience SSPA Conference 2008 <ul><li>75% of customer visits are successful </li></ul><ul><li>Serving more customers 24x7 through the web </li></ul><ul><li>Content is the key to success </li></ul><ul><li>Leverage the knowledge gained through the search experience </li></ul><ul><li>Incubate communities to increase product adoption </li></ul>SRs SupportNet Searches Community Conversations 10X 10X
    16. 16. Topic #3: Web 2.0 for Customer Support <ul><li>Panelist Point of View </li></ul><ul><ul><li>Brad Smith Senior Director of Online Support Symantec </li></ul></ul>
    17. 17. Support Experience Framework & Knowledge Community Overview Symantec Global Support Experience Team Brad Smith [email_address] Sr Director, Online Support
    18. 18. GSX Purpose and Objectives Global Support Experience Team Overview <ul><li>Mission </li></ul><ul><ul><li>Our mission is to reduce live calls by delivering world class self-service support to our customers and partners and to implement systems that provide more effective delivery of support services worldwide. </li></ul></ul><ul><li>Vision </li></ul><ul><ul><li>We envision a day when the on-line experience will become so compelling that customers and partners will prefer self-service transactions to access technical support services. The significance of the support engineer’s contribution will increase as they transform from a reactive role to one of sharing knowledge, enabling our customers to receive the full value of their investment in Symantec products. </li></ul></ul><ul><li>Objectives FY09 </li></ul><ul><li>Reduce call-generated case volumes from 10% to 15% using on-line self-help services </li></ul><ul><li>Reduce case resolution time by 10% to 30% through better knowledge process and management </li></ul><ul><li>Create a culture and community of knowledge management that allows for easier knowledge content creation and fosters collaboration from the users of our products </li></ul><ul><li>Build systems that automatically entitle customers and partners, delivering more valuable user-specific content and services </li></ul><ul><li>Foster a collaborative forum community that rewards and recognizes customers and partners who make exceptional contributions </li></ul>GSX Leadership Team Chad Latimer VP, Global Support Experience Global Strategy Communication Cross-functional Objectives Executive Accountability Lee Small Sr. Director, AST Internal Systems Technical Consulting Functional Design Training/Rollout Support Brad Smith Sr. Director, On-line Support On-line Experience Web-based self-service Forums / Advisory Boards Business Analysis Robert Rose Director, Knowledge Mgmt Knowledge Initiative Business Process Rewards & Recognition Training
    19. 19. Agenda <ul><li>Best Practices on Knowledge/Content Mgmt </li></ul><ul><li>Web 2.0 for Customer Support </li></ul><ul><li>Customer Service/Customer Mgmt Practices </li></ul><ul><li>Getting the most out of web Self-Service </li></ul>Agenda
    20. 20. Customer Exceptions Development Engineering Assisted Support Product Management Self-help Product Management Web 2.0? - User Community is a Network: Reputation models for customers, partners, employees & documents Community Conversations Community Knowledge Base A network that connects people with content and people with people 10,000 +30,000 +30,000 Improved Products & Environment @copyright 2004 Consortium for Service Innovation www.serviceinnovation.org Customer Support Experience Framework User Experience
    21. 21. Web 2.0 building blocks - Support Experience Framework <ul><li>Key focus statement: what are the typical interactions a ‘power user’ would have with Support during the “Usage” lifecycle step and how would they want us to interact with them (Web, Email, Phone, IM, etc?) </li></ul><ul><li>Our Core focus will be on the “post sales” user support experience </li></ul><ul><li>Lifecycle Focus: Post entitlement through renewal </li></ul><ul><li>Persona Focus: Install & Maintain, Passive & Power User </li></ul>Customer Support Interactions Define Support Experience! Customer Support Experience Framework Awareness Consideration Purchase Usage Maintenance Renewal Tech Advisor Persona Purchasing Persona Install & Maintain Persona Passive User Persona Power User Persona Executive Mgmt Persona
    22. 22. The Customer Experience = Journey <ul><li>A Starting Point </li></ul><ul><ul><li>Where should they start their journey? </li></ul></ul><ul><ul><li>What should they do first? </li></ul></ul><ul><ul><li>What info do they need before they begin? </li></ul></ul><ul><li>A Road Map </li></ul><ul><ul><li>As customers navigate their way from exploration to action they need to know how to take each subsequent step in the process </li></ul></ul><ul><ul><li>Tools, Guides, Live assist keep them on track </li></ul></ul><ul><li>A Destination </li></ul><ul><ul><li>Every experience has a desired outcome </li></ul></ul><ul><ul><li>The goal is to feel that they journey to their goal was easy and relevant to their needs </li></ul></ul>Exploration Formulation Validation Action Customer Support Experience Framework
    23. 23. Questions? Global Enterprise Support Services - February 2008
    24. 24. Topic #4: Customer Service/Support Management Perspectives <ul><li>Panelist Point of View </li></ul><ul><ul><li>Brent Hayward Vice President of Professional Service and Worldwide Support InQuira </li></ul></ul><ul><ul><li>Brad Smith Senior Director Online Support Symantec </li></ul></ul>
    25. 25. Customer Service / Customer Management Practices Overcoming Organization Change Management in a S&M Size Business Presenter: Brent Hayward, VP of Worldwide Support and Service © InQuira, Inc. Confidential
    26. 26. The Light Bulb Moment © InQuira, Inc. Confidential - The key for us to provide better service to our customers…… …… .. Could only be achieved by providing better service to ourselves. - We had a best in class technology for Knowledge Management and Information Access – used by Mentor Graphics, Apple, Sprint, GE Fanuc, Caterpillar……… - Yet Solution Authoring and Re-Use were trending down, and feedback from our Customer Self Service website made it clear that our KB was not meeting the needs of our customers
    27. 27. “ A House Divided” Support Experience Before (Production Customer Centric) Front Line <ul><li>InQuira Support Center Website </li></ul><ul><li>http://cssc.inquira.com </li></ul><ul><li>Browse and Search KB </li></ul><ul><li>Case Submission for P2/P3 </li></ul>Back Line Product Management Product Development / Engineering Services Knowledge Experts Support Center CRM Integration Layer Customers Field Sales Services InQuira Knowledgebase
    28. 28. “ A House United” Support Experience After (Single Process and Organization Model to Support all Support Requests) Front Line <ul><li>InQuira Support Center Website </li></ul><ul><li>http://cssc.inquira.com </li></ul><ul><li>Browse and Search KB </li></ul><ul><li>Case Submission for P2/P3 </li></ul>Back Line Product Management Product Development / Engineering Services Knowledge Experts Support Center CRM Integration Layer Customers Field Sales Services InQuira Knowledgebase
    29. 29. The Bottom Line Impact - Tapped into 60+ Field Sales and Services personnel for KB contribution and problem solving - Mined information sets and Customer Care participation earlier in the lifecycle (Sales  Service  Support) - Cultural Change to Community of Participation within the organization versus functional silos – combined strong Customer Care Processes and Tools with Field expertise and creativity - Solution re-use counts for Solutions published in latest 3 months are trending higher and customer feedback on Search Results is trending higher.
    30. 30. Agenda <ul><li>Best Practices on Knowledge/Content Mgmt </li></ul><ul><li>Web 2.0 for Customer Support </li></ul><ul><li>Customer Service/Customer Mgmt Practices </li></ul><ul><li>Getting the most out of web Self-Service </li></ul>Agenda
    31. 31. M&A Nightmare: Manual Case logging and entitlement verification <ul><li>Do you have a support id? Y/N (12 digit VSN) </li></ul><ul><ul><li>Customer Name </li></ul></ul><ul><ul><li>License number (register) / Certificate number (purchase) / ERP Customer </li></ul></ul><ul><ul><li>Contacts name (if designated contact enforced) / named caller </li></ul></ul><ul><li>Now to log a valid case: </li></ul><ul><ul><li>Product/Version - &quot;vendor&quot; </li></ul></ul><ul><ul><li>Platform / OS version </li></ul></ul><ul><ul><li>Severity </li></ul></ul><ul><ul><li>Technical contact (possible named contact required) (looking for Contact ID) </li></ul></ul><ul><ul><li>Install site </li></ul></ul><ul><li>What does a support ID tell us? </li></ul><ul><ul><li>ID the product titles (1:m) </li></ul></ul><ul><ul><li>Validity (expired vs. active) </li></ul></ul><ul><ul><li>Who owns it - mapped to customer (License ERP number) </li></ul></ul><ul><ul><li>Allow to search for valid contacts (named callers) </li></ul></ul><ul><li>What does GCSS have to search through while the customer is on the phone waiting for them to confirm entitlement? </li></ul><ul><ul><li>Titan / Entitlement API </li></ul></ul><ul><ul><li>Combine View (ORCL) </li></ul></ul><ul><ul><li>Install base (ORCL) </li></ul></ul><ul><ul><li>Class (ORCL) </li></ul></ul><ul><ul><li>Alteris (1 month away) </li></ul></ul>Current State – Problem Statement
    32. 32. Customer Exceptions Development Engineering Assisted Support Product Management Self-help Product Management Integrate the User Community to expose: The Real Customer Experience = 70,000 Exceptions! Community Conversations Community Knowledge Base 10,000 +30,000 +30,000 “ Known Universe Of existing customers” +300,000? @copyright 2004 Consortium for Service Innovation www.serviceinnovation.org Customer Support Experience Framework GCSS CC Partners
    33. 33. Creating a Knowledge Community across ALL groups <ul><li>Customer </li></ul>Global knowledge Management Initiative 2008 Manager Knowledge Engineer 1 Partner Admin KMS Portal Search, Create, Edit, Link to Cases, Flag for Review Based on skills and reputation Search, Provide Feedback Create Drafts, Edit their Drafts Search, Provide Feedback Create Drafts, Edit their Drafts Search, Create, Edit, Link, Review and Publish Based on skills and reputation Knowledge Engineer 2 Ensure Smooth KMS Operation Support/Reward Team in KM Efforts Keys to Success: Simplified Processes Capture Knowledge as Work is Done Environment of Trust Distributed Ownership Automated Review and Publishing Dynamic Performance Measurement Reward Top Performers Collaboration Collaboration Collaboration Collaboration C P A M 1 2 Collaboration Collaboration
    34. 34. Appendix
    35. 35. Collaboration Across Roles SSPA Conference 2008 Historically content media is divided by role and responsibility WWCSM CE Lead/ TechWriter PubsMgr Customer Experience TechNotes AppNotes How To’s Tutorials Docs Help System Examples, Lab Exercises Worldwide CustSpptMgr CE/CAE CourseDev/ TechWriter Pubs/Dev Mgr Content Decisions to benefit the Customer Experience TechNotes AppNotes How To’s Tutorials Training Material Docs Help System Examples, Lab Exercises Content becomes the responsibility of the total team
    36. 36. Agenda <ul><li>Best Practices on Knowledge/Content Mgmt </li></ul><ul><li>Web 2.0 for Customer Support </li></ul><ul><li>Customer Service/Customer Mgmt Practices </li></ul><ul><li>Getting the most out of web Self-Service </li></ul>Agenda
    37. 37. Customer Exceptions Level 1 Level 3 Level 2 Support Center 10,000 2,000 400 80 Development Engineering Assisted Support Self-help Customer Success on the Web Changes the Assisted Support Funnel +30,000 3,000 Success on the web removes many of the known exceptions from the funnel. Knowledge Base Customers will use a good web site for more exceptions than they ever called us about… … A lot more! Now Development and Product Management have a more complete view of the customer experience. @copyright 2004 Consortium for Service Innovation www.serviceinnovation.org Customer Support Experience Framework GCSS CC Product Management 10,000
    38. 38. Article Create, Edit, Link Workflow SEARCH EDIT FOUND – CAN BE IMPROVED LINK FOUND NOT FOUND STRUCTURED CASE LOGGING CREATE <ul><li>EDIT </li></ul><ul><li>Check out article (Auto) </li></ul><ul><li>Create new version </li></ul><ul><li>Make changes </li></ul><ul><li>Re-evaluate attributes </li></ul><ul><li>Determine review workflow </li></ul><ul><li>CREATE </li></ul><ul><li>From structured case log OR from business need </li></ul><ul><li>Captured in the workflow-not as separate task </li></ul><ul><li>Focus: Capture useful information–not perfect writing </li></ul><ul><li>Add all attributes (content type, audience, etc.) </li></ul><ul><li>Determine review workflow (standard or formal) </li></ul>Scenario 1: Answer is found, no editing needed, so used & linked to support incident. Scenario 2: Answer found, needs improvement, so it is EDITED, used, & linked. Scenario 3: Answer NOT found, info in case log used to create new article, then linked. Basic Steps for Creating and Editing an Article Knowledge Community
    39. 39. The Review Workflow REVIEW WORKFLOW PUBLISH HIGH RISK ARTICLE 3 LINKS AUTO FLAG FOR KE2 TEAM REVIEW TSE CHOICE KE2 REVIEW FORMAL REVIEW PROCESS Scenario 1: Article is linked 3 times to support cases as it is used. This automatically flags it for review by KE2 team - then it is published to Customer Portal. Scenario 2: Any TSE flags it for review by KE2 team- then it is published to Customer Portal. Scenario 3: Any employee can mark an article as “High Risk” which forces it into separate formal review process. After a thorough technical and editing review it can then be published to Customer Portal if it is checked as allowed for public content. If anyone believes it needs editing, it is pulled from public view (if published) editing is completed, then it must complete the formal review process again. 3-5 days ASAP ASAP Knowledge Community
    40. 40. Agenda <ul><li>Best Practices on Knowledge/Content Mgmt </li></ul><ul><li>Web 2.0 for Customer Support </li></ul><ul><li>Customer Service/Customer Mgmt Practices </li></ul><ul><li>Getting the most out of web Self-Service </li></ul>Agenda
    41. 41. On Line Interaction Experience Defined <ul><li>A journey to a desired outcome </li></ul><ul><li>The discovery of options </li></ul><ul><li>Rationalization of the best possible choices </li></ul><ul><li>Logical and intuitive </li></ul><ul><li>I want to improve my system performance </li></ul><ul><li>I didn’t know there were so many search paths & articles </li></ul><ul><li>The tech forums recommends this article… </li></ul><ul><li>That was easy </li></ul>Customer Support Experience Framework
    42. 42. Customer Exceptions Development Engineering Assisted Support Product Management Self-help Product Management Mapping Customer Experience at the source Cross interaction path analytics Community Conversations Community Knowledge Base Support Center Level 1 Level 3 Level 2 @copyright 2004 Consortium for Service Innovation www.serviceinnovation.org Customer Support Experience Framework * Solution Usage Concept Breakdown Concept Gaps * Concept Gaps * Concept Breakdown Facet Usage * Facet Usage * User Flagged Content Gaps Process Wizard usage * Process Wizard usage Concept * Intent path Forums Usage * Forums Usage
    43. 43. <ul><li>Exploration: the process customers use to determine what options exist </li></ul><ul><ul><li>Typically the customer does not know what the end result will be and have only a general idea where to start their journey </li></ul></ul><ul><li>Formulation: assimilation of available information to help guide a customer </li></ul><ul><ul><li>Initial discovery of possible options can often complicate a user experience who is focused on the formulation of a desired outcome </li></ul></ul><ul><li>Validation: rationalization of the best possible choices out of options discovered </li></ul><ul><ul><li>The choice of which solution would solve their problem validated by objective evidence gathered along the journey </li></ul></ul><ul><li>Action: final step to the desired outcome </li></ul><ul><ul><li>The customer finally takes the steps to achieve their desired outcome resulting in a satisfactory resolution of their issue </li></ul></ul>Elements of a Successful Experience Exploration Formulation Validation Action Customer Support Experience Framework

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