The main priority of the Self-Service Team continues to be the improvement of Web self-service. Through collaboration with clients, SirsiDynix is committed to resolving service issues through any customer touchpoint. So no matter how you request service, the resolution process will be consistent and personalized.
The management of knowledge available on the SirsiDynix Client Care Web site (click on the link titled “Clients” in the upper right hand corner) has to provide you with a solid foundation on which you can come to rely. You should expect timely and meaningful information to be made available to you so that your question can be answered or your service issue resolved. The ultimate goal of self-service is to build and sustain the available resources, and manage the format by which this information is disseminated.
The Self-Service Team has been working closely with other departments within the SirsiDynix organization to provide you with quality support. In addition, the Self-Service Team has solicited input from clients in order to understand your needs and intent. The benefits of these collaborations can be seen with the ongoing delivery of diverse data to the Web site and new self-service offerings.
During the last few months, a new FAQ hierarchy was unveiled, a new feature titled “Top FAQs” was implemented, and a new Unicorn Upgrade Webinar offering for Unicorn system administrators (and/or those of you responsible for upgrading Unicorn) was introduced. The new FAQ hierarchy models the presentation of content available on the public web site - uniting both interfaces and managing information so that it is presented in a clear and concise format. The “Top FAQ” implementation integrates knowledge gleaned from internal reports into self-service management delivery via the Web site. The new webinar offering delivers to you the expert resources of a systems specialist focused on helping you to achieve a successful Unicorn upgrade.
Self-Service improvements can often be seen on a weekly basis, while work toward other Web site related goals continues to take place behind the scenes. The Self-Service Team and Web Development are excited about revealing a redesigned Client Care Web site - scheduled to be implemented within the next couple of months. The new format is designed to successfully guide you to the most relevant information with unique insight into the intent of your request, based on a true understanding of your expressed needs and prior behavior.
You are an instrumental piece of the success of self-service and the effectiveness of the Client Care Web site. Together we can expand the concept of “Better. Together.” If you have self-service or Web site suggestions, I would love to hear from you. You can contact me here.