Hi! My name is Vincent and I work for the Dassault Systèmes’ Customer Support team.
The mission of this organization is to help 3DS products’ users to ease their daily working life. Whenever they have a technical issue we need to answer correctly as fast as possible!
In April 2010, we created a @3DSsupport account on Twitter to add a new touch point with our users, to learn from their feedback and to adapt our approach of delivering Support services. This was a first step to become Social, but as Matthias said back then, we want to go further 🙂
Knowledge Centered Support as a Strategy
Indeed when you are using any application, you go to search on Forum and/or watch in a FAQ to quickly find the solution of your problem, you want to have all knowledge available at the same place and benefit about the expertise of the application company experts!
In July 2011 we made fundamental changes on our support website and on our Knowledge Base (private access) by implementing a search engine powered by EXALEAD. The results were phenomenal! Our users could find what they searched for two times more often than before and consume knowledge articles made by our 3DS products support experts.
However our users expect more and we want to deliver the best.
Support becomes Social
Today, I am happy to announce that we put at our customers and users disposal a new service, a social service, leveraging our innovative platform powered by 3DSWYM technology.
On swym.3ds.com, I and my team propose now a new support feature to our users by adding 3 support communities dealing with 3DSWYM, CATIA and CAA adding to the shared knowledge a capability to interact with your peers.
Watch the video below to get a glimpse of the featured content:
Just experience it as Matt Wynn did and let us know your feedback, what could be improved, and your expectations!
Last but not least, if you’re attending one of the upcoming 3DEXPERIENCE Forums North America or Europe, stop by our booth for a live demo! 🙂
Here to serve you the best,
Vincent and the Online Support community team
Vincent BADIE is managing the Online Support community team
