When Serena asked its customers “how can we improve the support experience?”, what they discovered was somewhat surprising. Instead of focusing on call hold times or support rep performance, customers expressed the need for a better online experience - one where searching for information was easy and the information received was accurate, up-to-date and consistent with what they would receive from a support rep.
In this customer testimonial, Peter Sianchuk, VP of Worldwide Customer Service at Serena, discusses how InQuira’s solutions have allowed Serena to deflect 18% of support calls and improve call resolution speed by 35% - by simply improving the way support reps and customers access the right information at the right time.
I’ll admit it, as a customer I can be pretty darn demanding. Whether it’s a personal or professional purchase, I know what I want when it comes to a product, service or support experience - and I fully expect to get it from the companies I work with.
On the flip side, I also understand how difficult it can be for an organization to keep up with all the demands customers have - there is no way to please everyone all of the time. But there is a way to turn them around and get them on your side so when you can’t give them exactly what they want, they will be understanding, work with you - not against you - and remain loyal.
In this short video, Tom Floodeen, VP of Worldwide Support at Mentor Graphics, discusses how InQuira has helped turn Mentor’s annual user conferences into customer service “love fests” where users share ideas, insights and work with Mentor to become even better.
When we think of knowledge management measurement, we tend to focus on ROI and performance measures. How much money have we made or saved because of our investment? Are tasks being completed faster? Are people more productive?
While these are all important metrics that are important in understanding the value you are receiving from your KM efforts, equally as important is being able to measure knowledge contributions, quality and process effectiveness. These measures are the ones that will allow you to understand which content and authors provide the best information, where gaps exist in your knowledge base and what can be done to improve knowledge contributions and use throughout the organization.
We recently caught up with Mark Buckallew, Senior Director of Product Management at InQuira to get a better understanding of how to measure and analyze KM efforts that go beyond the basic ROI metrics.
“Identifying why people are not finding what they need from a self service perspective or not finding what they need from an agent service perspective is focused heavily on the analysis side and taking the high level KPIs and drilling down into the details of what’s going wrong, and what kinds of things can I do then to make changes to improve my system.”
As InQuira’s resident expert on all things KM analytics and reporting related, Buckallew provides very in-depth view into:
Analyzing support and service KPIs
Leveraging user activities, feedback, and scoring in KM analysis
Collecting user feedback and make user comments actionable
Narrowing and filtering results to pinpoint problems and solutions
Note: This on-demand webinar is Part 3 of InQuira’s Knowledge Management Measurement series. Get more insights into the metrics that matter when measuring knowledge management. Watch Part 1: The Importance of Measuring KM and Part 2: Basics fro Beginners.
If you are new to knowledge management you are probably wondering what metrics you want to measure to understand the ROI for your investment – that is if you have even thought of measurement at all.
It’s a story all to common with KM, all the focus is put on the implementation – getting the technology deployed, processes and workflows in place, people trained – that no one really thinks about measurement until it’s too little too late (usually when you boss is breathing down your neck to show them the results of your budget spend).
The good thing about knowledge measurement though, is that you don’t need to try to set up every possible measurement out of the gate. Chances are your KM implementation will evolve over time as content creation and user adoption increases, so your measurements can evolve right along with it.
We recently caught up with Mark Buckallew, Senior Director of Product Management at InQuira (and our resident expert on all things KM analytics and reporting related) who provided us with some great measurement strategies for those who are just starting out with KM.
“We have had customers look at things like benchmarking the number of cases that they have compared to others in the industry of similar size and determining whether or not the projected cases are dropping based on the effectiveness of self service. There are other measures that people have used to try to measure self service but really tracking a user session and how effective that session was and identifying problem sessions is something that has a lot of benefit because it then can tell you the problem areas you can focus on making changes.”
In this session, Buckallew is also joined by John Ragsdale, Vice President of Research at the SSPA, who shares knowledge metric benchmarks from this year’s SSPA study. In addition to discussing support and service metrics as they relate to KM, Buckallew provides insights into other measures including:
Note: This on-demand webinar is Part 2 of InQuira’s Knowledge Management Measurement series. Get more insights into the metrics that matter when measuring knowledge management. Watch Part 1: The Importance of Measuring KM and Part 3: Advanced Knowledge Measurement.
Based simply on the number of times we are asked “how do you measure knowledge value”, I think it is safe to say that we can all agree on the importance of measuring knowledge and its impact on the business. But if we all agree on the importance, why are so many of us NOT doing it?
We often hear things like “we don’t know where to start” or “we don’t know what we are suppose to measure” as the reasons why knowledge measurement is not happening. And it’s understandable; measuring knowledge can be difficult because it reaches across the entire organization from support agent productivity and interaction channels to customer satisfaction and revenues, knowledge IS making an impact.
Recently we explored the topic “The Importance of Measuring KM” with John Ragsdale, Vice President of Research at the SSPA, who provided tremendous insight into some of the easiest and best places to start measuring knowledge value.
“I definitely learned this first hand when I was running support centers back in the 80s and 90s. When I brought in our first knowledge management solution it really revolutionized the way we trained people, the way we hired people and definitely the way we delivered support.”
As a support expert and innovator, Ragsdale talked to us about his experiences with measuring knowledge including detail around which metrics (some of which you may already be measuring) are best to monitor knowledge usage and value and recommendations on where to begin your measurement efforts. Among his recommendations:
Invest in metrics: Strong metrics and benchmarking programs are required to understand impacts of technology or process change.
Look beyond ROI: The impact of KM is much larger than just an ROI, track impacts to satisfaction, loyalty and revenue.
Note: This on-demand webinar is Part 1 of InQuira’s Knowledge Management Measurement series. Get more insights into the metrics that matter when measuring knowledge management. Watch Part 2: Basics for Beginners and Part 3: Advanced Knowledge Measurement.
