For over a year now, I have been crawling into my "pen" every month to write a new blog. This time about everything we offer to bring information to our clients. Who could tell more about that than Ellen? She has been working at the ANVA Service Desk for 21 years.
After 19 years of handling tickets herself, she made the move to technical writing. All release and patch letters, knowledge base cards and most of the text in the ANVA Help are written by her. So I am happy to let her write the rest of this blog this month as a guest blogger.
We purchased a ticketing system (Jira), where a report can be quickly and easily created for the appropriate team. You are kept informed of the status of the issue at specific times, so you don't have to get in touch to ask about it. You can also view your own tickets, allowing you to retrieve a previously given answer.
On support.anvabackup.wpenginepowered.com, on the home screen there is the section with "Important Announcements. Here you will find messages, which are important for all or a large group of customers. For example, think of a link that is down, an important bug fix that needs to be posted quickly or information about an upcoming conversion. But we also report here when we are temporarily unavailable. Posts are kept current.
Sometimes it is necessary to send an extra mail to (a group of) customers to inform the right people about certain situations as quickly as possible.
The search function of the ANVA Help was greatly improved a few years back.
We have expanded the release and patch letters in such a way as to minimize questions. Among other things, the final review of the release letter of the major release of the ANVA Backoffice is done by the Service Desk staff. They know better than anyone else what questions you come up with. By then adding an additional comment, the correct information is immediately available.
We have started a Knowledge Base, where we collect frequently asked questions. You will find answers to frequently asked questions and solutions/workarounds for known problems. A user itself can go to knowledge base.anvabackup.wpenginepowered.com and search by keywords. But extra nice is that when creating a report on support.anvabackup.wpenginepowered.com or ANVA Support, typing the description will already show examples of possible answers. When we find an answer to a report in the Knowledge Base, they post the content directly to the ticket. In doing so, we answer your question and show that this information is available to you as well. Not to bully, but rather to increase self-reliance. What we would like is for you to indicate if you were able to find the answer in the knowledge base! If not, please click in the ticket on the opportunity to submit a knowledge base card proposal. But you can also always pass it on to my colleagues, and it will automatically come to me and I will work on it. Another important thing to mention: the knowledge base is regularly expanded.
Put as many new frequently asked questions in the knowledge base as possible. For example, think of all the "Known errors": known problems, which are not going to be solved for now.
There will be a new ANVA Help. The content remains the same, but the topics are easier to find and more clearly visible. Among other things, the topic can be shown in full screen. You will soon also be able to save your search and save your favorite pages. The search function will be improved even more. And we are pulling the landing page into the present tense with a modern design, making it easy to find the most important things quickly.
The Service Desk is also hooked up with the bi-weekly ANVA sprint review where we show what we are working on to better serve you. Would you like an invitation to this review? If so, please let Naomi know.
And....so we write blogs to get this information to you to improve the "knowledge deficit user"!
