6 min read
As products are designed increasingly with ease-of-use in mind, self-service for usage and troubleshooting has become the norm. Consumers expect self-service mechanisms to answer questions related to product usage and to help troubleshoot issues.
For simple questions on product usage–"How-do-I" requests, common error messages, and warnings– many B2B users prefer finding answers through their own research. To this end, it is no surprise that Tech Support is fast becoming a proactive, knowledge-sharing function. Many customers have come to see it as a requirement; some take it for granted. MapR sees it as a competitive advantage.
Does It Really Work?
The cost of reinventing the wheel–i.e., discovering a pre-existing solution to a problem at hand–can be huge. However, the goal of zero-rediscovery in problem-solving is as daunting as it is desirable. The benefits of coming closer to this target are significant to customers and support agents alike. MapR Support has made strong strides towards this lofty goal by instituting knowledge programs inspired by Knowledge Centered Service (KCS). With several hundreds of resolved cases in any given month, the Support team's learnings are always growing. With conscious learning comes voluntary sharing, and with accountability behind this sharing comes high quality, reusable knowledge. This program fuels the MapR Support Portal today.
MapR Support Portal
The MapR Support Portal is a cornerstone of a strong commitment to zero-rediscovery and knowledge-sharing.
All of these benefits without even registering to log in to the portal!
|Searching from:||Gives you the ability to:|
|MapR Support Portal||Find technical solutions in MapR Knowledge Base (KB) Future: MapR documentation, Converge Communities, Support Portal, and YouTube Channels, using powerful filtering and advanced search capabilities|
|Search Engines (e.g., Google.com)||Find content, including but not limited to MapR sites|
|MapR Community||Browse or share recent, popular, or frequently used knowledge|
How Good Is This Knowledge?
A variety of people-driven processes and knowledge management tools keep this content fresh, more accurate, and complete.
Is This for Everyone?
Indeed! All content on the MapR Support Portal is available to all users, even anonymous ones, without having to log in. For support-enabled customers, key advantages such as personalization, case creation, and proactive notifications also await!
"Too Much Info," You Say?
Of course, this information can be overwhelming. With a wide variety of dynamically created and systematically curated content, there is always a need for contextualization to each user. To mitigate this burden, the MapR Support Portal is designed with the ability for users to follow topics and articles of interest. This provides ways of returning to and reusing the solutions presented therein. For example, this mechanism comes in handy for known issues where patches are released after the issue is first published. Just log in to take advantage of these personalization features.
But the higher value is in proactive Support Advisories and notifications of tactical patches for severe and/or widespread Known Issues. The MapR Support Portal delivers these notifications into the customer's inbox, prioritizing the convenience in addition to the relevance.
Self-Service at Its Best!
Our Create a Case feature displays possible solutions as you enter details in the case form.
In summary, MapR is committed to making deep improvements to your peer-to-peer, self-support, and assisted-support experiences. There are several possibilities that we are pursuing. Natural next steps for the Support Portal are to serve up content from other sources, like MapR Documentation, MapR Community, and MapR.com, through federated search solutions and unified metadata-taxonomy. For cases created from the Support Portal, we are also looking to automatically improve our first-response with simple solutions of what log-files to identify to refine the problem and provide details. These are deep solutions that enrich the user experience in knowledge access and consumption, which MapR is committed to enabling.