Does this sound familiar?
Customer success is attained by efficiently and consistently supporting users at every touchpoint they have with the company or product – from trial to presales, to installation and use, to technical support.
To enable this efficiency and consistency, you need to bring together content, and feed apps and processes supporting users with contextual information.
Diversity is growing and it’s not about to slow down
Diversity of product-related sources
- Technical documentation
- Wikis and knowledge bases
- Support/helpdesk tickets
- Community-produced content
- Part catalogs, etc.
Diversity of content
- Type: textual, graphics and schematics, video, tutorials, etc.
Diversity of delivery channels
- Documentation portals
- Helpdesk and ticketing applications
- Mobile and field devices
- Device or application built-in assistance (inline help)
- Enterprise search
The terrible tale ofJane the support agent
Your team’s challenges
Capture, unify and link sources for quality of content and user experience
Enable consistent and comprehensive access to all content regardless of its origin.
Establish a shared set of metadata and reference data (dimensions/facets).
Build links between content from diverse sources to provide easy navigation, drill-down and cross-referencing.
Provide consistency of access methods, while preserving diversity of needs
Tap any content through a single set of APIs and content structure, regardless of sources.
Provide always up-to-date content while unloading backends, through different persistence options: copy, synchronize, etc.
Introduce agility in the source/channel mapping
Add new content sources without changing the metadata and reference data.
Add new consumption channels that connect immediately to all content.
Avoid (re)creating point-to-point mappings when a source or channel is added or modified.
Benefits of consistent access
Users don’t have to navigate through multiple applications and rerun the same search in each of these applications to find and aggregate the information they need.
Technical content can be used by multiple processes (support, maintenance, etc.) and boost efficiency of operations.
New projects easily leverage existing content with virtually no integration costs, bringing more agility to the enterprise.
Fluid Topics to the rescue
Fluid Topics aggregates and enriches any type of product-related content, and provides optimized delivery channels at every touchpoint of the customer journey.
Unified knowledge repository
Consistent and efficient consumption
Linking disconnected contents
Efficient and relevant search engine
Supports grammar, synonyms and thesaurus.
Every bit of each and every document is indexed.
Tuned, tunable and versatile
Ranking equation is extensible (user profile, document popularity, freshness, etc.).
Filters are automatically extracted from the metadata and can be proposed to users for narrowing down their search.
With type-ahead propositions (autocomplete).
The spell checker must learn alone.
Each result shows why it’s in the list with keywords, flexions and synonyms highlighted.
Fluid Topics works the same for content in any language.
Regardless of the traffic.
Supports grammar, synonyms and thesaurus
Every bit of each and every document is indexed
- Tuned, tunable and versatile
Ranking equation is extensible (user profile, document popularity, freshness, etc.)
Filters are automatically extracted from the metadata and can be proposed to users for narrowing down their search
With type-ahead propositions (autocomplete)
The spell checker must learn alone
Each result shows why it’s in the list with keywords, flexions and synonyms highlighted
Fluid Topics works the same for content in any language
Regardless of the traffic