I was recently interviewed, along with Ryan Mathews, Digital Support Director at NetApp, by Al Hahn from the Association for Support Professionals. We discussed the differences between a good support website and a great support website. (Ryan and I have each won the ASP Best Web Support award with our company submissions. After winning, I … Continue reading A Good Support Website Versus a Great One
Category: News
A friend (who does not have a support background) told me a story yesterday about some trouble she was having getting her young son set up for an online summer school class. She sent an email to the overwhelmed IT administrator at the school district, but figured it out herself before he responded. She sent … Continue reading Sustaining Participation in KCS
A Critical Enabler for Digital Transformation Success Companies, and their service organizations, are increasing their focus on digital transformation to maximize the availability and satisfaction of their product sand services in the current COVID-19 impacted economy. Service organizations are finding that KCS is a critical enabler to their digital transformation. A current focus for many … Continue reading Content Availability
Digital transformation has been a hot topic for a number of years now. The stay-at-home impacts of COVID-19 have demonstrated the importance of this transformation, which at its center, is about unlocking the value from products and services by untying them from physical or arbitrary constraints. Netflix did this when they removed the arbitrary constraint … Continue reading Assistance on the Road to Digital Transformation
Earlier this week, KCS Certified Trainer Aprill Allen posted a Tweet that got me thinking about the many, many conversations we’ve been having about the importance of reflecting to people that their actions are making a difference - especially when we are doing “delayed gratification” work where the results of our efforts are not immediately … Continue reading Identifying and Communicating Impact
We had a great World Tour in Silicon Valley at the Santa Clara Convention Center on March 3rd. It was fantastic to see the diversity of the participant companies (high tech, fast food, universities, car wash, and more) and the diversity of KCS-enabled Services (Customer Service Management, IT Service Management, HR Service Management, etc.). … Continue reading KCS Academy World Tour Wrap Up
Just three weeks ago, we hosted a one day KCS Coach Workshop taught by Dr. Beth Haggett, who developed the KCS Coach program. We had a great day together: about 30 people exploring the role of a coach, and learning skills, techniques, and frameworks for effective coaching. This week, Dr. Beth published a post about … Continue reading Virtual Connection
We often talk about how customers want to know what we in support know, as soon as we know it. Publishing knowledge to requestors quickly is one of the benefits of having responders create knowledge in the workflow! However, we recently got a question about how that plays out in practice. Should we really publish … Continue reading Should Not Validated Articles Be Visible Externally?
We always stress the importance of ensuring KCS articles are written in the customer context and are problem-centric rather than solution-centric. We might capture and publish an article on "How to Change a Battery," but if the customer is searching for “my car won’t start,” the likelihood they will find the appropriate article and resolve … Continue reading Context is More Important Than Content for Executive Buy-In
I often think about how the people-side of KCS® is what makes it special. When you read how to implement a KCS program in the Adoption Guide or you reference how to start the Solve Loop in the KCS v6 Practices guide, it doesn’t talk about the relationships you build when you go through a … Continue reading KCS with Friends