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Transforming the Customer Service Center with Self-Service Documentation

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Providing excellent customer service that keeps your customers happy without driving service costs up is always a challenge. It becomes even more critical when you have thousands of customers, and their number is growing.

Our client, a Swiss manufacturer of high-end digital printing systems, faced those challenges and quickly realized that enabling self-service documentation was key to unlocking their growth while raising their service levels up to the company’s standards.

In this session, we discuss how by introducing structured content, standardizing the content processes, and changing the way the content was delivered to customers, the company changed the service culture from “call for solution” to “information self-service”.

Listen to Fabrice Lacroix, CEO at Fluid Topics, and Alex Masycheff, CEO at Intuillion, as they explain how:
– The documentation team realized that PDFs were not efficient in providing customers and service teams with relevant and useful information.
– They started providing customers and field operation teams with a self-service platform that delivered personalized content on spare parts and product documentation.
– Service engineers got access to the most up-to-date product information.
– The entire company improved the ROI as a result of making these changes.

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