New Case Study: MathWorks Delivers Support Knowledge to the Customer Community

We're thrilled to publish a new case study by MelissaLynne Burch and the team at MathWorks! Delivering Technical Support Knowledge to the Customer Community MathWorks' goal was to offer integrated delivery of technical support knowledge and customer community knowledge within their MathWorks community implementation. Let us know what you think! You can find more case … Continue reading New Case Study: MathWorks Delivers Support Knowledge to the Customer Community

New Case Study: Transforming the Customer Experience at Avaya

We're thrilled to publish a new case study by MelissaLynne Burch and the team at Avaya! Transforming the Customer Experience This follows up nicely on their case study from last year: When Everyone Can Publish. Let us know what you think! You can find more case studies and KCS resources here. $(document).ready(function(){ $('#AvayaTransformingCE').click(function() { ga('send', … Continue reading New Case Study: Transforming the Customer Experience at Avaya

New Case Studies

MelissaLynne Burch has been hard at work on four new case studies: Passion and Persistence: You Can Implement KCS on a Shoe-String Budget featuring Schneider ElectricPlay Catch, Not Ping Pong: Intelligent Matching featuring CiscoUsing the KCS Evolve Loop to Improve the Customer Experience featuring OmgeoWhen Everyone Can Publish featuring Avaya Each of these is a … Continue reading New Case Studies

You CAN Integrate Video into your KCS Solutions!

If you work in knowledge management, then you have spent at least some time thinking about how to embed videos into knowledge solutions.  Marcia Ravner and Wayne Pruski at Quest Software have been experimenting with publishing of support videos within their knowledge base solutions.  Recently at a KCS DeepDive Discussion, they shared tactical best practices … Continue reading You CAN Integrate Video into your KCS Solutions!