Kangaroo
- 1. WE CHANGED THE WAY WE
VIEWED SUPPORT SO WE COULD
BETTER SERVICE 8,000 CUSTOMERS
IN 75 COUNTRIES.
NOW WE THINK YOU NEED ATLAS.
- 4. PRODUCT SUPPORT IS BROKEN
WITH DISCONNECTED SILOS LIKE
FORUMS, FAQ LISTS, STAND-ALONE
DOCS AND VIDEOS.
- 5. USERS HAVE A CRAP EXPERIENCE
JUMPING AROUND THOSE SILOS
LOOKING FOR ANSWERS.
- 6. NO VOICE OF AUTHORITY IN
FORUMS WHEN USERS ARE
LOOKING FOR FACTS.
OPINIONS MEAN JACK.
- 7. DO SUPPORT AND PROJECT
MANAGEMENT EVEN
KNOW WHATāS GOING ON
IN THE REAL WORLD?
- 11. DO YOU WANT TO
STAND OUT AND GIVE
YOUR USERS THE BEST
EXPERIENCE?
- 12. THEN STOP THINKING ABOUT
āSUPPORTā AND START
THINKING ABOUT KICK-ASS
COMMUNITY INTERACTION
- 15. STEP 3
DONāT REPEAT STANDARD ANSWERS
TO COMMON PROBLEMS.
IF YOUR FAQ IS NOT AN ANSWER, THEN
WHY DID YOU WRITE IT?