Introducing our new and improved Help & Support experience

Vlad Stanilescu - Wednesday, November 21, 2012

Over the past few months, we've received an incredible amount of feedback on Business Catalyst's Help & Support workflows. I'd like to thank everyone who provided this feedback, and walk you through the upcoming improvements you'll see as of our next system update.

These changes are targeting only the partner community, so the white-labeling will not be affected, as the client workflows remain the same.

In-product help resources

We've undertaken a thorough review of our help content and starting with the next system update, will begin to bring the most valuable resources right inside the product - when and where it's relevent.

You will be able to access all this great content by simply hovering or clicking on "Help & Support" from inside your Admin Console. You're also able to search for help content and access the new support page from the same area.

Here's a sneak peak:

A new Help & Support page

We've completely redesigned our Help & Support page to give you easier access to the resources you need. Simplicity and usability were our key goals, and from the new page you'll be able to:

  • Search and browse help documentation, tutorials and community help resources
  • Browse the community forums
  • Chat directly with the support team
  • Submit a new support ticket
  • View system status updates
  • Access other popular resources

Here's a preview of the new and improved page:

Better live chat and support ticketing tools

Based on your feedback, we've made the decision to switch back to the live chat tool we were previously using. We're also moving out support ticketing system over to a leading tool in the customer service space: Zendesk.

Submitting new tickets will be quicker and easier than ever, with no additional login required. You'll even be able to record and upload a screencast right from the "submit a ticket " screen.

Updating, replying to and following up on a ticket will be also be easy and intuive - all you have to do is reply on the email you receive when the case was created, or to one of our agent's replies.


Documentation improvement project

In addition to all these, we are now planning to work on improving our documentation as well, and also engaging the Partner community in this project. We would appreciate if you could give us some valuable feedback on what you think is important to work on, and also let us know if you would like to contribute to our efforts, by filling this short survey.

 

We hope you find the new Help & Support experience to be a big improvement and step in the right drection. You'll see the changes in line with our upcoming system update, currently scheduled for early-December. Keep an eye on the BC Blog for release notes and a final release date next week.

Over the coming months, we'll continue to gather your valuable feedback and utilize it to continue enhancing the support experience for all Partners.

Thanks,
Vlad.



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