Tom.Boyle

Bringing more relevant information to your fingertips: Updated Support Portal

Blog Post created by Tom.Boyle Employee on Feb 11, 2019

The new look to Snow Support - as we continuously work to improve our customer experience, we are launching a new design along with new functionality to our Support Portal.

 

Last April we welcomed our customers to a Better, Faster, Personalized: New Face of Support. Our goal, to help customers to find fixes to issues and get responses to questions quickly and easily. To achieve this we built one place to access knowledge content and manage cases with Support. Through this we saw customer use of knowledge quadruple when compared with 2017. With an average article rating of 4.5/5.0 and 85% of articles marked as helpful by you our customers. Allowing you to get the answers you needed in an instant. 1300 customers are using the portal each month and almost 50% of support cases are created through the portal.

 

Now we come with a new design and further functionality for our Customer Support Portal.

Time to level up

We've been working closely with our UX team at Snow to deliver a clean and clear design. mansooreh.shahtalab3, Digital Designer, says:

It's all about the user experience, we removed the unnecessary information to make it easier to find what you're looking for at the first time of looking.

Highlights of improvements

Community search

With our drive to deliver more applicable knowledge on your issues we have added the Community as a search source through the home page search bar. You now have one place to search against the cases in your organization, Snow's diverse documentation and release notes, Support's KCS® articles, and the knowledge and strength of our Community.

Adding the Community allows you to see the benefits of having over 2000 registered customers using the products just like you are, asking and answering issues along with open interaction with Snow employees.

Larger, more relevant knowledge base

We believe the most important knowledge is the knowledge that is relevant now which is why over half of our content has been updated, refined and added to in the last six months, pushing the number of knowledge articles closer to 1000. In Support we continue with our KCS methodology to address the issues when we first find them and endeavour to solve and publish the solution as quickly as possible.

Knowledge feedback

We want to hear more about how relevant the knowledge is to you. At the bottom of each article you can add a comment, rate an article or mark it as helpful/unhelpful. Tom.Boyle, Knowledge Lead, says:

Your feedback is crucial to ensure that we provide the information and support you need. Your comments, ratings, and ideas help us to do that.

Access to cases and knowledge

There are users out there without full access to the portal. This restricts your ability to view knowledge and work on cases with the rest of your colleagues. With the new release you have the ability to control who belongs to your company's Account and what they can see.

Take a tour

Try out a tour to see what else is new by selecting Tours on any page with a black dot.

 

Changes to the portal come from your feedback, please continue to use the Feedback button on the homepage to let us know what we can do to improve your experience.

Outcomes