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Post on 17-Nov-2014
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@OneDeskApp
OneDesk The Group
facebook.com/SocialProductApp
An Integrated Suite of Applications for Product People
OneDesk provides a suite of product-focused applications to promote effective collaboration between colleagues, business partners, and customers including:
• Innovation & Idea Management
• Product Management
• Project Management (Gantt, tasks,issue tracking/roadmapping)
• Product Marketing
• Help Desk
OneDesk Benefits
• Bring all product stakeholders to the table
• Deliver better-aligned products & services
• Collaborate effectively across product, project and customer-facing teams
• Access customer dialogues on the social web
• Harness and effectively assess all knowledge, suggestions & ideas
• Promptly adapt to changing market needs
The Product Funnel
Capture All Feedback• From the social web – customers are already discussing
your products and services
• From employees and partners – OneDesk users can enter their own feedback.
• From your website – embed a customer community portal on your website.
• From your help desk – ensure support tickets are reflected in your product plans
• From email – forward ideas, support issues, and feedback directly to OneDesk
• ideas@x.onedesk.com, support@x.onedesk.com, …
• Import – import existing customer data and feedback
• Listen to the web at large – monitor conversations on Facebook, Twitter, Blogs, comments, and more.
• Learn what your customers are already saying – The conversation about your products is already occurring.
• Respond from a single interface – Answer queries, compliments, and criticism directly from OneDesk.
• Capture with a single click – Easily save and classify ideas, questions, leads, problems and praise.
• Keep a record – The social web is transitory, you need a permanent record of what is relevant to you.
Monitor Social Media
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Innovation &
• Get ideas from all sources – your website, social media, your help desk, email.
• Leverage your community – Capture ideas from customers, employees, and partners.
• Start a discussion – elaborate on ideas by engaging the stakeholders in a discussion.
• Voting! – Let customers and employees up-vote their favourites. The best ideas rise to the top.
• Implement the best ones – Evaluate, implement and start innovating!
Ideas Management
Help Desk• Multi-channel support – Support your customers through all channels:
website, email, social media, etc.
• Create a knowledge base – Save time and money by publishing responses to common queries on your website.
• Automate your ticket flow – create lifecycle flows for your tickets and reduce manual repetitive actions.
• Improve service levels – Use automation to ensure that customers are responded to in a timely manner.
• Let your customers help – Optionally create a forum for customers to interact. Reduce customer service costs.
• Escalate – Easily create issues and feature requests.
Manage Issues• Capture issues from many sources – Customer support
portal, social media, email, employees and partners.
• Assign issues to your team – easily assign or automate the assignment of issues.
• Track time and resources – Generate tasks and assignments from issues to log and track the work
• Escalate – increase priority, push issues into product requirements.
• Extensive properties – the right properties to manage all the business processes you need to support.
Analyze & Prioritize Requirements
• Easily capture requirements - Generate requirements from feedback with a single click
• Make smart decisions – Analyze requirements using real-world data
• Stay organized – structure your requirements to always have a clear idea on product direction
• Poll your users – get objective answers to product-related questions
• Traceability – know the origin of your requirements and retain a direct connection to the customer
Product Roadmapping
• Optimize your product roadmap- Plan out releases based on available resources and automatically track their progress as they are executed.
• Improve decision making- visually lay out cost plans, milestones and schedules by providing more accurate analyses and estimates.
• Automatic real-time updates- roadmaps are automatically updated in real-time based on product data, projects and requirements.
• Get the details- Drill-down on specific details on requirements, features and tasks.
• Export roadmaps- Export roadmaps and create reports for all stakeholders.
Get Building• Generate tasks – Go from requirements to tasks in the easiest
possible manner
• Assign and schedule – Full-strength project management functionality to plan even large scale projects.
• Execute in real-time – Log work, update actuals, complete timesheets, and stay on track
• Track progress – compare your plan to actual work as it unfolds. Extrapolate variances and solve problems early.
• Everyone stays informed – Progress status flows back from engineering, to product management, to marketing, to executives, to customers.
The Social Business
• Enterprise social networking – Create a profile and share details how you see fit. Get to know your colleagues.
• Secure enterprise sharing – Share product data, even outside the organization, with roles and permissions.
• Real-time updates – Modern real-time architecture means that data is shared between users immediately.
• Chat, messaging, email notifications – Instant messaging, email integration, notifications.
• Discuss everything – Discussion forums attached to items means that the conversation is structured and productive.
• Blogging – Users can post articles and comment on them, to a personal blog or to a product blog.
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