REALIZATION THAT ASSISTED INFORMATION EVOLUTION

Kavitha Kanagowder & Mainak Roy

Transforming Customer Relationships

Listening To our Customers Customer Centric Solutions How we evolved Positive Impacts

Information Evolution

Whitepapers, Videos

Live Content, Open Forums

Imple

mente

d

G

oogle

A

naly

tics

Syst

em

ati

zed

the S

EO

te

chniq

ues

• Conventional Documents

• Information Accessibility

• Traditional technical Support

• Online Help

 

Listening To our Customers

Top Call Drivers

Actual customer calls Highest call volume Hot topics Usage of in-house

resources Feature-specific calls Customer involvement

Call Driver Analysis serves as a foundation for classifying the business developments…

Technical Forums

Real-time discussions Trustworthy

conversations Generate social signals Long-term relationship Proactive online

engagements

Open forums allow the customers to interact with the SMEs …

Social Media Engagements

Follow your customers Don’t demand Acknowledge their opinions Act on their requirements Share the information across

multiple platforms Appreciate their knowledge Track discussions

Social Media, to the people from the people…

Customer Centric Solution

Knowledgebase Articles

Analyze and identify valid, invalid, or duplicate articles

Add valid articles to customer documents

Enhance Troubleshooting/FAQ Wiki pages

Reuse content across different Line of business

Technically accurate solution Reduction in Request For

Information (RFI) calls

Help Tech Support team with updated Knowledgebase articles…

Technical Whitepapers

Technical Whitepapers are based on critical use case scenarios…

Recommended solutions Influencing decisions For advanced users Multi-channel broadcast Generate potential

customers Generate inbound traffic

Corporate/Self-owned Blogs

Based on customer interactions

Announcements Specific information Clarify Policies Address Public Criticism Allow Comments

Business blogs are focused for targeted markets, on a more personal level …

Wiki Pages

Repository of information

Serves the customers around the clock

Cost-effective Crowdsourcing Trustworthy Easy to maintain Easy access

Wikis are maintained by SMEs (Subject Matter Expertise) from the organization…

Product Videos

Enhance customer communication and association

Strengthen the BRAND value Can be delivered virtually

anywhere Valuable analytics on

customer behavior and interactions

Analytics on viewership

Videos are much appreciated by the audience…

How we Evolved…

SEO Strategy

Research on keywords Stronger redirections Work on reliable

outbound links Give time to your

content Implement other SEO

techniques

Generate social signals to the content to boost its rankings…

Implementation of Google Analytics

Use referral and keyword data Data driven dashboards Analyze the demographics Visually see what areas of your

site are the most popular Identify the outbound trusted

links Trustworthy content Type of devices

The data behind your choices…

Positive Impacts…

Change in Trends

Bra

nd

Ad

voca

cy

BRAND Development

Audie

nce

R

ete

ntio

n

Community Influencers

Subscriber

Com

ments

Satisfaction Quotient

YouTube Analytics

Likes & DislikesR

e-tw

eet &

Fa

vorite

s

Multi Language support

Live

Conte

nt

Business Return Positive impact on revenue. Reduce Opex for support. Better customer

engagements. Quick responses to the field

issues. Takes care of the Technical

Marketing content.

Q3 FY14

Q2 FY15