Creating an awesome customer experience means more than just adding features to your product. Customer support plays a key role in building a happy, loyal, and returning customer base. More than just a cost center, support is a great way learn more about your customers and how they use your product. Eirik Bjørsnøs, Chief Scientist at Kantega, presents how they redesigned their add-on in response to customer support questions, and how they built diagnostics tools into their product specifically to speed up the support process. Finally, he will show some improved tools and processes that have allowed Kantega to communicate better with customers around the world.
Eirik Bjørsnøs, Chief Scientist, Kantega
31. 1 WAY TO GET IT RIGHT, 100 WAYS TO GET IT WRONG
32. 1 WAY TO GET IT RIGHT, 100 WAYS TO GET IT WRONG
33. KERBEROS TEST PAGE
Identify problems
Point out hard-to find
misconfigurations
Provide self-help
Suggesting solutions allows
customers to solve problems on
their own.
Support info
Simplified our support work for
those who still needed us.
34. ACTIVE DIRECTORY TEST PAGE
Service account
Correct account settings?
Encryption types
Keytab matches account?
Key versions
Is the key version correct?
35. We were leading customers
down the wrong path
Then fixing their problems
41. The setup was amazingly easy and the
instructions were clear.
It just worked, I was able to setup
Kerberos integrated authentication without
any problems.
CUSTOMER