Support: inside-out customer service
Supporting your customers and distributors often involves knowledge management and knowledge sharing. Tridion offers you the ideal online environment for knowledge sharing.
Description
Knowledge sharing
Customer satisfaction is often dependant on how quickly you respond to customer issues. Customers expect you to understand their situation and provide solutions efficiently and effectively. Access to the right content and customer data is crucial.
Solid technical and process integration between content, call center and customer data is essential, but poses serious challenges to enterprises establishing this on a global scale.
Knowledge management
Knowledge management entails organizing information, including unstructured content. More and more organizations now formalize Knowledge Management as a specific business function and department. The main benefit of creating this type of information source, is that it ensures cross-departmental knowledge sharing and can also maximize customer service performance.
Effective knowledge management leads to not only knowledgeable internal staff, but it can substantially enhance online knowledge for your customers.
Self-service
Organizations are increasingly using self-service as a way to provide their customers with easy access to the answers they are looking for. Easily navigable content can provide your impatient customers with quick answers. This allows you to give instant responses to customer inquiries.
Back office integration
Direct interaction with stakeholders is now a standard requirement for Web sites. For support environments, integration with back office systems can make support processes efficient and effective, and ensure that you link customer data with resolutions to their problems.
Benefits
Problem resolution
In support situations, everyone wants the problem resolved quickly. Your customer wants a quick answer. You want to speed up your support process as much as possible and as cheaply as possible.
Many SDL Tridion customers use our Web Content Management product, R5, as the cornerstone for support operations. R5 allows them to manage the most up-to-date information in one central location, and distribute this information with the click of a mouse.
Local Empowerment
Global organizations often localize product and service information, and maintain this information from multiple locations. It is crucial for local support operations to meet their local clients' support requirements. SDL Tridion offers centralized control, while enabling multiple contributors, in different locations to contribute to a centralized knowledge base.
Targeted communication
Consumer products sometimes require fast communication for recalls in order to minimize the effect of crisis situations. In these scenarios, organizations need to be able to convey information as quickly as possible, and in as many mediums as possible. SDL Tridion provides organizations with the ability to reuse information, maintained from a central location, in many mediums including Web sites, e-mail, SMS and so on.
SDL Tridion enables you to communicate consistently through all these channels to specific target audiences.
Easy migration and integration
Replacing an existing WCM solution with SDL Tridion R5 means that you need to ensure that you can migrate content to your new environment. Often redevelopment of a Web site involves new content, however, you may want to reuse vast amounts of content. We provide both the tools (Content Porter) and know-how to accomplish these tasks.
Further, most organizations need to integrate with back-end systems such as ERP and CRM systems. As an enterprise-ready solution, R5 is well suited for the task. Many of our customers integrate with a variety of back-office systems ensuring content accuracy and system efficiency.
Our product, professional service capabilities and strong global partner network make both migrations and integrations a success.