2. Agenda Introductions Objectives Current System Problem Overview Proposed Solution Outline Layout Changes Visual Representation Implementing the Solution
3. Introductions Lauren Riner Industrial engineering major Use of Minitab in classwork such as Six Sigma Paige Carpenter Industrial engineering major Use of Minitab in internship experience at GE Curtis Fisher Chemical engineering major Handling of statistical financial information for private business
4. Objectives To develop support options for Minitab to improve customer satisfaction Available Help Options: Online Help Submitting questions to Tech Support Answer Knowledgebase/FAQ Webinars Call Tech Support
7. Problem Overview Customers have trouble navigating online assistance on the Minitab website There are two ways to obtain information about the products: Answer Knowledgebase/FAQ Online Help Customers spend too many hours with technical support
8. Proposed Solution Hierarchy should be as follows: Top 10 FAQ shown If no, move on Help Search If no, move on Call 1-800 number for support Minimizes time with support personnel
9. Layout Changes Support should be split into two navigation headings Support for downloads, licensing, macros Knowledgebase/FAQ Downloads Already in Products section, so eliminate Documentation Re-worded to say, “Download Help Manual” The name is confusing mainly because the section is not just for help but many other types of support Multi-User Licensing Placed in new heading separate from help Macros Placed in new heading separate from help Online Support Renamed, “Email Support” The name is confusing because the page on the website is online support
11. Implementing Best Solution Incorporate hierarchy as specified Make layout changes and links where necessary Encouraging webinar use to customers when they purchase the product Feedback form for help section for continuous improvement
