OpenText Online

Is It Worth It To Be Social?

Karen Weir — Thu, 26 Jan 2012 05:00:00 GMT-05:00

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!

Can You Hear Me Now?

Karen Weir — Mon, 23 Jan 2012 05:00:00 GMT-05:00

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:

Customer Voice Community: Keep The Conversation Going

Year In Review

Karen Weir — Mon, 19 Dec 2011 05:00:00 GMT-05:00

The Big Introduction:
The Blog To End All Blogs

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"
Guest Post by Sabrina Lee

check it out

Small Change...Big Impact

A new feature changes the way you open a document...sometimes small changes like this can make or break your online experience.

check it out

Guess Your Product Name!

Product Rebranding can drive you mad - this post gives you tips and tricks to stay calm

check it out

My Tickets Site Gets A Facelift

Submitting support tickets online shouldn't be a more grueling experience than the issue you're trying to report on.

check it out

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"
Guest Post by Dan Johnson

check it out

Please Excuse The Mess!

Major clean-up project to make the product discussion forums a valuable resource to our customers.

check it out

Rage Against Spam!

Addressing the frustration that many of us have when trying to stay up-to-date

check it out

My Pizza Place Knows Me Better Than You Do

Tired of having to answer the same questions every time you contact OpenText support?

check it out

Michelle Tremblay:

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.

check it out

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."

check it out

Thank you to all the Celebrities!

Ryan Long & Michael Cusson:

The Social Support Network

These support guys give us their opinion on using the product discussion forums to provide social support.

check it out

David Slimmon:

Support. It's Personal.

David talks about how OpenText plans on making the experience more personal, more intuitive, and more…well…helpful!

check it out

Rob Coutts:

Meet The Man Behind The Champion Toolkit

What is the Champion Toolkit, and Why Should You Care?

check it out

My Pizza Place Knows Me Better Than You Do

Karen Weir — Wed, 14 Dec 2011 05:00:00 GMT-05:00

“You don’t know me, my environment, and my needs.”

Today's Do You Want Fries With That? episode highlights the latest improvement we have made to the support experience for both OpenText Staff and Customers:

Let us know what you think by adding a comment to this blog, or submitting feedback

References: My Tickets Help, My Tickets (CSS)

Small Change...Big Impact

Karen Weir — Thu, 1 Dec 2011 05:00:00 GMT-05:00

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.

Meet the Man Behind The Champion Toolkit

Karen Weir — Wed, 23 Nov 2011 05:00:00 GMT-05:00

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

Stay Up-To-Date:Follow us on Twitter Send Us Your Feedback Subscribe to Newslink

The Knowledge Center Gets An Upgrade

Karen Weir — Fri, 7 Oct 2011 05:00:00 GMT-05:00

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!

Sabrina Lee
Knowledge Center Manager

slee@opentext.com

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 interface We have cleaned up the interface and removed irrelevant clutter.	Streamlined navigation Improved navigation to the available resources.
Enhanced features We have added features that improve findability and interaction.	Social capabilities We 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

We're Listening...So What?

Karen Weir — Tue, 4 Oct 2011 05:00:00 GMT-05:00

Listen | Interpret | React | Monitor

My boss was reviewing some customer feedback the other day, and discussed how the Knowledge Center team can address many of the suggestions and issues that were submitted. I thought the feedback was very detailed and provided an excellent view into what our customers are looking for from their experience on OpenText Online.

After the meeting, I asked my boss where she got this great insight from and she told me about this team called Customer Experience. Apparently, they 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.

This sounded like a great program to me, so I went over and introduced myself and asked if I could interview them for my next Celebrity Interview post, not only for my interest, but also to tell you about it.

References: Customer Voice program on OpenText Online Communities

Mapping a Path to Help You Succeed

Karen Weir — Tue, 27 Sep 2011 08:00:00 GMT-05:00

The Customer Support department continues to impress me with the programs they are delivering that are built to improve customer experience. They asked me to blog about their latest program, but after seeing the awesome Prezi that they put together... I didn't see a need for a video introduction!

So, I would like to introduce you to this month's guest blogger:

Dan Johnson,
Senior Director, Customer Support

djohnson@opentext.com

Mapping a Path to Help You Succeed...

In October 2010, Customer Support launched a new survey to collect your feedback on ways we can further improve. The analyses of the survey results and additional comments you provided have revealed the aspects of Customer Support that are most important to you.

We’ve heard you loud and clear and are using this information to help prioritize our continuous improvement efforts. Over the last while, we have made a number of improvements that we believe will translate into a better customer service experience for you, the customer.

We are so excited about these improvements that we can't contain our gushing enthusiasm any longer. As a special thank you for providing us with such great feedback, we have a Prezi for you. Unwrap it to learn more about how OpenText Customer Support is Mapping a Path to Help You Succeed.

More Information

Contact the Customer Care team or visit our community on the Knowledge Center.

Prezi credit: Dylan McConnell

The My Tickets Site Gets A Facelift

Karen Weir — Fri, 26 Aug 2011 08:20:00 GMT-05:00

Do You Want Fries With That?

episode 4: The My Tickets Site Gets A Facelift!

Submitting support tickets online shouldn't be a more grueling experience than the issue you're trying to report on. So, in response to feedback from both customers and OpenText staff, the Support team has given the My Tickets (CSS) site a complete facelift!

The team also produced an amazing video for us that highlights the new features, functionality, and usability....so sit back and enjoy!

References: My Tickets (CSS)

Guess Your Product Name!

Karen Weir — Tue, 23 Aug 2011 05:00:00 GMT-05:00

Do You Want Fries With That?

episode 3: Guess Your Product Name!

Finding products and the related content on the Knowledge Center sometimes feels like an excercise in futility. I had to figure out what's going on with this product name change situation, so I asked my Product Management colleagues, and read up on a few blog posts.

Watch this video to see what I found out, and how the KC team has made it easier to find the product you need...faster.

References: Lubor on Tech

For more details and instructions, please check out the latest KC News item!

The Social Support Network

Karen Weir — Wed, 10 Aug 2011 05:00:00 GMT-05:00

Tap In To The Knowledge Of OpenText Staff, Partners, and Customers
Around The World - 24/7

In my last Celebrity Interview with David Slimmon, he talked about how OpenText is evolving past the traditional support methods like email, phone, and the online ticketing system. He discussed how the department is encouraging ‘social support’, so I found two specialists to interview about how this social stuff fits in to their daily process and how it benefits our customers.

Check this video out to learn how forums on the Knowledge Center provide instant access to experts around the world and the combined knowledge of not only OpenText, but also partners and customers.

For details about how Knowledge Center Forums can help, click here. Or, go directly to the Forum area and get started!

Rage Against Spam

Karen Weir — Tue, 26 Jul 2011 04:00:00 GMT-05:00

Do You Want Fries With That?

episode 2: Rage Against Spam

I've been getting a lot of emails from vendors with so much detail about all of the crazy cool stuff that is happening that absolutely nothing grabs my attention.

I need to work with these vendors, but it drives me crazy that they cram so much copy in to the email that it makes it hard to find the information I actually care about. Can't they just tell me what I need to know?

Today's episode is about the device rage that many of us go through when trying to stay up-to-date.

Check out this video to learn how the OpenText Customer Care team is helping to reduce the risk of rage against spam:

For more details, and instructions, please click here.

Support. It's Personal

Karen Weir — Wed, 20 Jul 2011 05:00:00 GMT-05:00

Getting Personal With OpenText Customer Support

Being new to the Customer Support department, I thought I should do some homework on what the industry says we should be doing, and what customers actually expect. So, the other day I attended a conference that covered this topic pretty well (and a few other cool tidbits too). It was called Evolving Customer Service for the Social Customer. What I learned was that companies need to provide support in multiple channels and methods. Basically, don't sit there and wait for the phone to ring, get out there and socialize in external networks, provide more intuitive self-service on the company website, and get involved in the conversations - where they're happening.

So, I wanted to find out what our plans are for going that extra mile. In my next Celebrity Interview, I learn about how OpenText plans on making the experience more personal, more intuitive, and more…well…helpful!

Thank you to David Slimmon for the great interview!

What do YOU think?

Please Excuse The Mess!

Karen Weir — Wed, 13 Jul 2011 04:00:00 GMT-05:00

Do You Want Fries With That?

Welcome to the first Do You Want Fries With That? episode!

After talking to a few collegues around the office to find out what's going on with the Knowledge Center, I learned about a new project they're working on.

They told me about a mess that they are currently wiping up. Apparently, what happened was that over the years the KC team created discussion forums for customers, partners, and staff to collaborate on things like issue resolution, implementation procedures, and a bunch of other technical tasks. They were meant to provide an interactive platform for us to connect with other experts.

Well, it turns out we over delivered (and not in a usable way) so the team is streamlining the way we can 'talk' to each other on the site.

Check out this video to learn all about it!

Customers, Partners, and OpenText Employees can click here for more details on this project.

What else bothers you?

By commenting in this blog, or on our feedback forum in the KC - you too can affect the KC roadmap, and give me ideas for my next blog post :)

OpenText...Drinking Our Own KoolAid

Karen Weir — Fri, 8 Jul 2011 07:57:00 GMT-05:00

OpenText is a Customer of OpenText!

It may not seem like earth-shattering news, but it means that when it comes to your questions or concerns, we actually understand your point of view.

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.

So, sit back and enjoy today's Celebrity Interview to hear what I learned about our plans for OpenText Online!

The Blog To End All Blogs

Karen Weir — Wed, 6 Jul 2011 03:00:00 GMT-05:00

OpenText Online

Is It Worth It To Be Social?

References:

Thank you Beatrice for the great interview!

Can You Hear Me Now?

Be Heard. Watch your inbox for the 2012 Pulse Survey!

References:

Year In Review

My Pizza Place Knows Me Better Than You Do

“You don’t know me, my environment, and my needs.”

References: My Tickets Help, My Tickets (CSS)

Small Change...Big Impact

Sometimes the small changes can make or break your online experience.

Meet the Man Behind The Champion Toolkit

What is the Champion Toolkit, and Why Should You Care?

Knowledge Center (KC) References:

The Knowledge Center Gets An Upgrade

So, let me introduce you to our guest blogger!

Simplified interface

Streamlined navigation

Enhanced features

Social capabilities

Get a sneak peek of the upcoming improvements by watching the video.

We're Listening...So What?

Listen | Interpret | React | Monitor

References: Customer Voice program on OpenText Online Communities

Mapping a Path to Help You Succeed

Mapping a Path to Help You Succeed...

More Information

The My Tickets Site Gets A Facelift

Do You Want Fries With That?

episode 4: The My Tickets Site Gets A Facelift!

References: My Tickets (CSS)

Guess Your Product Name!

Do You Want Fries With That?

episode 3: Guess Your Product Name!

For more details and instructions, please check out the latest KC News item!

The Social Support Network

Tap In To The Knowledge Of OpenText Staff, Partners, and Customers Around The World - 24/7

Check this video out to learn how forums on the Knowledge Center provide instant access to experts around the world and the combined knowledge of not only OpenText, but also partners and customers.

For details about how Knowledge Center Forums can help, click here. Or, go directly to the Forum area and get started!

Rage Against Spam

Do You Want Fries With That?

episode 2: Rage Against Spam

Check out this video to learn how the OpenText Customer Care team is helping to reduce the risk of rage against spam:

Support. It's Personal

Getting Personal With OpenText Customer Support

What do YOU think?

Please Excuse The Mess!

Do You Want Fries With That?

Welcome to the first Do You Want Fries With That? episode!

Check out this video to learn all about it!

What else bothers you?

OpenText...Drinking Our Own KoolAid

OpenText is a Customer of OpenText!

The Blog To End All Blogs

The blog to end all blogs?..the one blog to rule them all??

Tap In To The Knowledge Of OpenText Staff, Partners, and Customers
Around The World - 24/7