Join us on our journey to bring together the Knowledge Center, Communities, My Tickets (CSS), and the OpenText corporate website to create the new OpenText Online.
OpenText Online
We have a vision of a unified customer experience.
Content World 365
Our May Content World 365 webinar schedule has been released! With eight fantastic presentations, there’s sure to be something for everyone:
graphics on image: http://vecto2000.com |
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OpenText Customer Self-Service
Facelift
Last year, we launched the first phase of updates to the Cusomter Self-Service site. All features and functions were created or improved on based on feedback from you and our support staff.
Stop Repeating Yourself
Then, we introduced the crazy idea of "knowing you better than your pizza joint" by launching an Environment tab so you don't have to answer the same questions over and over and over and over and....
CSS Phase 2
Today, we're happy to announce the next phase of improvements! There's quite a few, so sit back and enjoy the show!
Mobile friendly version
References:
You've told us many times that product roadmaps are important to you. You want to know what's coming with the OpenText product you've invested in, and we don't blame you. Therefore, the Content World 365 webinar series makes product roadmaps its priority every April and September.
Additionally, OpenText's Joyce Hostyn will be giving an interesting talk on The Psychology of Adoption: Why Most Change Programs Fail. Tune in on Thursday, April 19, 2012 at 11:a.m. EDT to find out more. Interested in still more Content World 365 content? There are plenty of ways for you to stay up-to-date with everything we're doing:
For more information, or suggestions for future sessions, contact Content World 365 at contentworld365@opentext.com. |
Today's Celebrity Interview topic is really cool, but I have a couple of disclaimers that I would like to note before you sit back with your coffee and watch:
- This was my first time using Skype™ for an interview, so the quality is not quite perfect. I'll have to practice a bit more to get these types of interviews right.
- Secondly, and most important, I recorded this on Monday morning, and when I was editing the video I realized that my level of enthusiasm is a bit low and I'm not quite awake yet .
So, I kindly ask you not to view this in full screen mode. (Note to self….don't produce videos on Monday mornings!)
References:
OpenText Knowledge Center | Content Server Pulse | OpenText Online Communities - Content World
Thank you Beatrice for the great interview!
At OpenText, we're invested in driving improvements to your experience by listening and then reacting.
Be Heard. Watch your inbox for the 2012 Pulse Survey!
The goal is to use your feedback daily to coach our teams and improve our processes, in order to provide you with an even better customer support experience.
References:
The Big Introduction: |
The Knowledge Center Gets An Upgrade"we are introducing many exciting and dynamic features in response to customer and employee feedback, which will help improve the KC experience" | Do You Want Fries With That? | Small Change...Big ImpactA new feature changes the way you open a document...sometimes small changes like this can make or break your online experience. |
Guess Your Product Name!Product Rebranding can drive you mad - this post gives you tips and tricks to stay calm | My Tickets Site Gets A FaceliftSubmitting support tickets online shouldn't be a more grueling experience than the issue you're trying to report on. | Mapping a Path to Help You Succeed"we have made a number of improvements that we believe will translate into a better customer service experience for you" |
Please Excuse The Mess!Major clean-up project to make the product discussion forums a valuable resource to our customers. | Rage Against Spam!Addressing the frustration that many of us have when trying to stay up-to-date | My Pizza Place Knows Me Better Than You DoTired of having to answer the same questions every time you contact OpenText support? |
Michelle Tremblay: We're Listening...So What?Highlighting the Customer Experience team, who are focused on not only gathering insight for the online experiences, but also product design and usability, support services and programs, as well as solution adoption tools for enterprise deployments. | Martin Sumner-Smith: OpenText...Drinking Our Own KoolAid"We aren’t just the vendor—we are a fellow consumer, and it is this unique perspective that constantly pushes us to head new development projects aimed at improving the extranet experience OpenText provides." | Thank you to all the Celebrities! |
Ryan Long & Michael Cusson: The Social Support NetworkThese support guys give us their opinion on using the product discussion forums to provide social support. | David Slimmon: Support. It's Personal.David talks about how OpenText plans on making the experience more personal, more intuitive, and more…well…helpful! | Rob Coutts: Meet The Man Behind The Champion ToolkitWhat is the Champion Toolkit, and Why Should You Care? |
“You don’t know me, my environment, and my needs.”
References: My Tickets Help, My Tickets (CSS)
Sometimes the small changes can make or break your online experience.
To learn more about the Document Overview page and the collaborative feature, Pulse, please click here.
What is the Champion Toolkit, and Why Should You Care?
Knowledge Center (KC) References:
Champion Toolkit | Customer Care Community | Knowledge Base Articles | Product Documentation
Contact: Knowledge Center
Customer Care
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I work on the Knowledge Center team and have to confess that I’ve been holding back a big secret! Over the past few months, the team has analyzed customer feedback about the usability of the site. Based on this, we came up with a prototype design and invited many customers, partners, and staff to preview the proposed changes. The ideas and suggestions we got from the preview prompted many updates to the prototype, and we’re finally ready to announce the big news!
I’m just one of the team members that worked on this update and upgrade, so I wanted to give my boss a chance to blog about all of the great things that her team, and other key supporting teams at OpenText, has done to improve the customer experience on the Knowledge Center.
So, let me introduce you to our guest blogger!
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Sabrina Lee |
On October 15, 2011, The Knowledge Center (KC) - which is powered by Content Server—will be upgraded to version 10.0.0.
With the upgrade, we are introducing many exciting and dynamic features in response to customer and employee feedback, which will help improve the KC experience. For now, we wanted to share the first of many changes you can expect to see over the next year.
Simplified interfaceWe have cleaned up the interface and removed irrelevant clutter. |
Streamlined navigationImproved navigation to the available resources. |
Enhanced featuresWe have added features that improve findability and interaction. |
Social capabilitiesWe have enabled KC users to comment, rate, and share information. |
Get a sneak peek of the upcoming improvements by watching the video.
References: OpenText Knowledge Center
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