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How SwissQPrint Brought Field Operations Up to the Next Level with Tech Content

Providing excellent customer service that keeps your customers happy without driving up service costs is always a challenge.

It becomes even more critical when you have thousands of customers and their number is growing. How can you scale your business and still make customer service cost-efficient?

Join DITAToo and Fluid Topics for a webinar we are conducting with SwissQprint, a maker of high-end digital printing systems, and learn how SwissQprint:

* Restructured their customer service into field service and training department.

* Realized that PDFs were not efficient in providing customers and service teams with relevant and useful information.

* Provided customers and field operations with self-service platforms for delivering personalized content on spare parts and product documentation.

* Provided service engineers with access to the most up-to-date product information.

* Changed the service culture from "call for solution" to "information self-service".

* Received return-on-investment and additional benefits.

Presenters:

* Johannes Müller, Head of Technical Communication and Quality Management at swissQprint

* Bruno Fraissinede, Sales Manager at Antidot, makers of FluidTopics

* Alex Masycheff, CEO at Intuillion, makers of DITAToo DITA CCMS
Recorded Jun 4 2020 50 mins
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Johannes Müller, Bruno Fraissinede, Alex Masycheff
Presentation preview: How SwissQPrint Brought Field Operations Up to the Next Level with Tech Content

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  • How SwissQPrint Brought Field Operations Up to the Next Level with Tech Content Recorded: Jun 4 2020 50 mins
    Johannes Müller, Bruno Fraissinede, Alex Masycheff
    Providing excellent customer service that keeps your customers happy without driving up service costs is always a challenge.

    It becomes even more critical when you have thousands of customers and their number is growing. How can you scale your business and still make customer service cost-efficient?

    Join DITAToo and Fluid Topics for a webinar we are conducting with SwissQprint, a maker of high-end digital printing systems, and learn how SwissQprint:

    * Restructured their customer service into field service and training department.

    * Realized that PDFs were not efficient in providing customers and service teams with relevant and useful information.

    * Provided customers and field operations with self-service platforms for delivering personalized content on spare parts and product documentation.

    * Provided service engineers with access to the most up-to-date product information.

    * Changed the service culture from "call for solution" to "information self-service".

    * Received return-on-investment and additional benefits.

    Presenters:

    * Johannes Müller, Head of Technical Communication and Quality Management at swissQprint

    * Bruno Fraissinede, Sales Manager at Antidot, makers of FluidTopics

    * Alex Masycheff, CEO at Intuillion, makers of DITAToo DITA CCMS
  • Increasing Findability of Product Documentation for End-Users and Support Agents Recorded: Mar 25 2020 53 mins
    Lisa Pampuch (NETGEAR), James Bond (NETGEAR), Hannah Wiltbank (NETGEAR), Alex Masycheff (Intuillion)
    These days consumers don't have patience to go through entire user manuals to find an answer.

    When they have a specific question about your product, they google for a specific answer or contact your support center. If they google, will they find a link to the part of your product documentation that specifically addresses the question? If they contact your support center, will your support agents have an easy access to the up-to-date product information to quickly resolve users' questions?

    Join us at this free webinar to learn how NETGEAR, a leader in networking hardware for consumers, businesses, and service providers, integrated Salesforce into the content creation and delivery process. Tight integration with the NETGEAR's component content management system allowed the documentation team to provide both end-users and support agents with smooth access to the up-to-date product content in a highly efficient manner.

    You'll learn:

    - How delivering product documentation via Salesforce increased findability of NETGEAR's product documentation.
    - How content created by technical writers helps support agents provide a better customer experience.
    - How DITA makes the NETGEAR's documentation team lean and efficient.
    - How content reuse led to a higher productivity of the technical publications team, reduced costs, and happy customers.
    - How metadata provided by technical writers using their DITA CCMS helps end-users browse through the knowledge base and get complete information.

    Presenters:
    - Lisa Pampuch, Senior Director of Content Development and Product Data Management, NETGREAR
    - James Bond, Senior Technical Writer, NETGREAR
    - Hannah Wiltbank, Group Manager, Knowledge Base, NETGREAR
    - Alex Masycheff, CEO, Intuillion

    The webinar will be recorded and will be available on-demand to everyone who registered.
  • Taking Single Source Up to the Next Level: Automatically Producing Videos Out of Recorded: Mar 14 2020 55 mins
    Wouter Maagdenberg, CEO of TXTOMedia, Alex Masycheff, CEO of Intuillion
    Did you know that more than 7 out of 10 YouTube visitors go directly to YouTube when it comes to solving a problem. So organizations do understand that offering support videos not only saves costs, but also builds trust, raises customer satisfaction, and positively influences sales.

    The problem is that creating a video once isn’t sufficient. As you product evolves, you have to keep updating your videos to ensure they are aligned with the latest product release. And what about localization? All this makes the video production process very expensive. Companies choose to not produce videos at all and thus, have to miss opportunities.

    Fortunately, there’s a way to create videos automatically right out of your content if you apply single-sourcing and multi-channel publishing principles to video production. Join us at a webinar on Thursday, March 14th at 12pm EST to learn how the modern technology and the right approach to your content enables you to automatically create and update videos.

    You’ll learn:
    Why you need to start creating videos
    What makes the video production so expensive
    How single sourcing enables you to automatically create a video from your content
    How to automatically localize your video
    What requirements your content should meet to enable automated video creation
  • Making Your Chatbot Scalable and Knowledgeable Recorded: Feb 7 2020 45 mins
    Alex Masycheff, Intuillion, CEO
    To provide accurate and relevant answers to users, most chatbots require an explicit definition of question-answer pairs. While this approach may work for simple scenarios, is it scalable for real-life use cases (e.g., customer support, marketing, sales, etc.)? How can you make sure that your users are provided with complete and relevant information?

    Join Alex Masycheff, the CEO of Intuillion, makers of enterprise content automation solutions, at this webinar to learn how a combined power of ontologies, structured content, and user’s context can help you build a chatbot that will be both scalable and knowledgeable.
Turning your content into a business asset through content automation
We show you tools and technologies for creating, managing, and delivering personalized product content to your customers in a way that makes your team efficient and keeps customers happy.

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  • Title: How SwissQPrint Brought Field Operations Up to the Next Level with Tech Content
  • Live at: Jun 4 2020 3:00 pm
  • Presented by: Johannes Müller, Bruno Fraissinede, Alex Masycheff
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