Sr Mgr, KM and Self Help Experience
Joe Kugler is a Customer Experience engineer who has enabled thousands of users to successfully find answers on their own and keep moving forward. Joe knows that technology is “cool” only if it simple and usable. Joe has worked for enterprise software vendors across IT and semiconductor design. He has a BCSci and MBA from the University of Minnesota.
Joe Kugler is speaking at the following session/s
Using Search to Drive Self-help Success; Veritas’ Online Support Journey
Learn how to use ROI to validate knowledge management and search to management, by delivering a better customer self-service experience that improves customer success and satisfaction. Understand the simple business case that justified investment in Lucidworks Fusion to deliver unified search across multiple repositories, allowing both customers and support engineers to maximize productivity. Identity management and security models allow support engineers to use the same interface as customers, making it easy to teach customers how to self-solve while still protecting sensitive data.
Learn how simple models can effectively make the business case for search investments. Although it can be difficult to estimate ROI, the magnitude is large enough to make the case.
Business users contemplating an investment in enterprise search or online support portals. An understanding of the challenges in delivering portals is a helpful prerequisite.