3. Typical Support Challenges
⢠Balancing act: improve customer profitability and satisfaction â and meet budget constraints.
⢠High demand for top-quality support delivered in a clear and efficient manner.
⢠Multiple products
⢠Increased product complexity
⢠Complex environment at customersâ sites
⢠Lost opportunity to deflect calls/improve relationship
⢠Lack of actionable reports on top customer issues to inform product roadmap
⢠Traditional manuals and help content written in the companyâs terminology by people who are not
using the product â not in the terminology used by customers, hence findability is minimal
⢠Risks of not meeting the challenge:
⢠Diminished customer confidence
⢠Overwhelmed and discouraged employees
⢠Higher training costs, decreased responsiveness, and a negative image with customers
⢠Cost of support dilutes margins
⢠Product roadmap not in sync with the future customer demands
4. Meeting the Challenge: KCS
⢠KCS: Knowledge-Centered Support
⢠KCS is a methodology (not a technology)
⢠A set of practices and processes that focus on knowledge as a key
asset of the support organization.
⢠KCS seeks to:
⢠Create JIT knowledge content as a by-product of solving problems
⢠Evolve content based on demand and usage
⢠Develop a KB of our collective experience to-date
⢠Reward learning, collaboration, sharing and improving
4
All knowledge is by-product of interaction
5. KCS Solution Creation
⢠A solution captures the experience of answering a question or solving a
problem.
⢠Can be technical or non-technical; any interaction.
⢠Capture statements in the users/customerâs context (findability factor)
and in the workflow.
⢠Solutions are dynamic; every time a solution is used it could be updated
and improved in the workflow by the person reusing it.
⢠Solutions are not complete until they are obsolete!
⢠Searching is creating: when a call/case is completed, a solution in the
knowledgebase has already been reused or created.
⢠Approval workflow â edits by SMEs if needed
6.
7. Strategic Value: from Reactive to
Proactive
⢠From decreasing costs to increasing revenue
⢠Knowledge-centered experience: what successful customer looks
like and how to enable customer successâ through thousands of
conversations a year
⢠Analyze the VOC and bridge the gap between what is built and
what the customers actually use
⢠Capture and share business roleâspecific knowledge
⢠Supporting brand promise: brand intent is felt at every
touchpoint
Customer Success: relationship at the
intersection of transaction and knowledge
12. Self-service
⢠Robust Knowledge Base with just-in-time answers allows
customers to get accurate, relevant, actionable, answers
when they are needed
Better, more scalable support
⢠Support Engineers have easy access to collective
knowledge which helps them solve cases faster and with
higher quality
Better product
⢠KB reuse reports provide actionable information to R&D to
improve products in direct response to actual customer
experience
Universal Value
13. Proven Benefits: Industry-Wide
⢠Solve Cases Faster
⢠50 - 60% Improved Time To Resolution
⢠30 â 50% Increase in First Call Resolution
⢠Optimize Use of Resources
⢠70% Improved Time To Proficiency
⢠20 - 35% Improved Employee Retention
⢠20-40% Improvement in Employee Satisfaction
⢠Enable eServices Strategy
⢠50% Case Deflection (solved via web self-help)
⢠Build Organizational Learning
⢠10% Call Reduction due to Root Cause Removal
⢠20% Increase in Lower Tier Resolution
13
15. Delight!Delight!
3. For new issues, quickly recover and restore,
and immediately make the new knowledge
globally accessible
1. Ensure our Products/Services are so easy to use
that it minimizes the customer need to contact us
for issue resolution.
2. For known issues make it easy for
customers to rapidly find answers in-
product, through self-help,
communities, and assisted support
4. Identify root cause and
partner with R&D to âfind once,
prevent manyâ
Closed Loop Process
19. CaseÂ
resolved
KBÂ AnswerÂ
exists?
Key Components of the Workflow
Incident
Can resolveÂ
issue?
No
ResearchÂ
&
escalation
PD SME writes KBÂ
answer
New KB answer created andÂ
instantly published (flaggedÂ
as draft)
Personalized responseÂ
to customer with link
No
Partial
Modify
The KB is at the heart of the system
Yes
Ongoing improvement process for highâvalue Published content
⢠Technical writing / editing
⢠Subject expert review
⢠Valueâadded (e.g., multimedia)
Yes
CustomerOnlineÂ
Root Cause
EliminationÂ
Search Capabilities
Search
KB
Search
KB
Search
KB
⢠Enables Internal and External users to find answers Quickly & Efficiently
⢠Understands customer language and interprets intent
⢠Guides users through search results â providing best bets and related answers for
ambiguous results
⢠Dynamically ranks answers based on user ratings and usage statistics
⢠Searches across the collective knowledge
20. Search
KB
Search
KB
Search
KB
CaseÂ
resolved
KBÂ AnswerÂ
exists?
Key Components of the Workflow
Incident
Can resolveÂ
issue?
No
ResearchÂ
&
escalation
PD SME writes KBÂ
answer
New KB answer created andÂ
instantly published (flaggedÂ
as draft)
Personalized responseÂ
to customer with link
No
Partial
Modify
The KB is at the heart of the system
Yes
Ongoing improvement process for highâvalue Published content
⢠Technical writing / editing
⢠Subject expert review
⢠Valueâadded (e.g., multimedia)
Yes
Customer
Root Cause
EliminationÂ
Access to Knowledge
⢠Engage Customers through Communities and Content Interaction
⢠Enable Rich Media in Knowledge Content
⢠Provide instant access to all Harmonic knowledge
⢠Self-Service tools that eliminate non-value added contacts
⢠Separating application layer from presentation layer to allow A / B testing and
rapid iterative design
OnlineÂ
21. Search
KB
Search
KB
Search
KB
CaseÂ
resolved
KBÂ AnswerÂ
exists?
Key Components of the Workflow
Incident
Can resolveÂ
issue?
No
ResearchÂ
&
escalation
Personalized responseÂ
to customer with link
No
Partial
Modify
The KB is at the heart of the system
Yes
Ongoing improvement process for highâvalue Published content
⢠Technical writing / editing
⢠Subject expert review
⢠Valueâadded (e.g., multimedia)
Yes
CustomerOnlineÂ
Root Cause
EliminationÂ
Authoring Capabilities
⢠Reactive Content
⢠Creation of knowledge in the workflow (not separate)
⢠Flag / Fix documents that need to be updated with additional information
⢠Instantly publish information (marked as draft)
⢠Reflective Content
⢠Proactive updates based on emerging support information
⢠PD developed knowledge
⢠Workflows that are based on skills and capabilities
⢠Enable customer authoring and community collaboration
PD SME writes KBÂ
answer
New KB answer created andÂ
instantly published (flaggedÂ
as draft)
