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Improving Customer Experience Through Social Media

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Information Developers are now bringing in more business by contributing towards product-feature development.

Individuals can also contribute to product-feature development with their product knowledge and communication skills. We have proposed several new features and worked with SMEs to design new product features. Consolidating all the approaches and efforts from different individuals, we have streamlined the process as follows.

How Information Developers can improve Customer Experiences?

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Listen To Your Customers

• Don’t just publish your documents, keep a track on the customer usage patterns.

• Use product specific Wikis, to engage and educate customers.

• Interact with customers over tech forums.• Write blogs. • Use different Social Media

avenues/call/chat logs to listen and understand your customer’s interests and pain-points.

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Identify Pain-Point

• Whenever you face disappointed customers, get in touch with them to understand and identify their challenges.

• List, consolidate, categorize, and prioritize all concerns.

Do not ignore the views from happy customers.

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Engage With Your Audience

• Once you have identified the key concerns:

Engage with them and understand their experience.

Crowdsource the workaround from your user group and learn from it.

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Define The Problem Statement

• Define a problem statement with the data gathered from different customers.

• List down all the possible troubleshooting steps.

• Do not be biased with short cuts or work around.

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Replicate The Scenario

• Repeat and reproduce the scenario.• Check, if you can resolve that issue.• If not, engage with SMEs.

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Engage With SMEs To Identify A Solution

• Raise a change request.• Engage with SMEs:

Showcase the workarounds that you have learnt from different customers.

Identify the problem solution.

Remember, you are the link between the customers and SMEs.

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Create A Buzz

• Keep the engagement ongoing over different Social Media platforms.

• Do not commit to any time line.• In the mean time, check if somebody is

offering any workaround for the same.• Appreciate the solutions.

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Deliver The Content

• Once you are ready with the solution, inform the customers.

• Create a separate blog and forum topic with the solution.

• Never use the old or same thread to announce the solution, rather provide links.

• Create a video and Whitepaper. • Use proper tagging so that contents are

easily available.

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Case Study On

Repository Manager

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Customer Challenge

• “Export to light weight deployment scripts”, this job is ignorant of export-to-disc repository and there does not seem to be a way to reference local DUPs.

• Now this job wants to redownload DUPs.• How do you make jobs "DUPs-available-

locally"  aware so that it doesn't do unnecessary downloading?

• Customers had a doubt, whether they are downloading the same set of DUPs while exporting a new catalog. They were concerned about the disk space.

Note: Click on the image to access the link.

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Current Solution (DRM 1.5)

• Whenever a DUP is downloaded, it is stored locally in a file system [%localappdata%\RepositoryManager\FileStore] location.

• It is not stored using the DUP file name in that location, hence it is not traceable with the exact DUP names.

• For further use of the DUPS, RM will fetch them from this location and will NOT re-download.

Note: Click on the image to access the link.

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Actual Solution

• Design a configurable FileStore feature that helps the user to save disk space on the System Hard Disk.

• The FileStore can be moved to a different location (any n/w share, external HDD).

• Provide an option to move the data back to the default location.

• Social Media platforms- Dell TechCenter Wiki page- Blogs/Forum topics- YouTube videos

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Thank You!