Get Connected with Central Desktop - August 2012
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In this monthly customer webinar, we chat about collaboration, answer your questions and highlight some things you may not know about using Central Desktop SocialBridge®. This month, instead of product-related advice, we’re offering people-related advice. Namely, a few simple tips for getting the most out of Central Desktop’s Stevie award-winning Customer Experience team. In this fun-filled session, you will: - Meet the Customer Experience team through photos, profiles and fun facts. - Learn simple ways to make your implementation projects run smoothly. - Find out the best way to report bugs. - Get jazzed up about meeting all of us in person at our 2012 Collabosphere user conference.
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Get Connected with Central Desktop - August 2012
- 1. Get Connected Help Us Help You August 7, 2012
- 2. Who are these people? Susan Fujiki • Implementation Team • Central Desktop - 2011 • Favorite Olympic Sport: Diving • Can’t decide which nation(s) to cheer for in the Olympics ©2012 Central Desktop
- 3. Who are these people? Katie Gaston Habib Daof • Implementation Team • Support Team • Central Desktop - 2011 • Central Desktop - 2009 • Former Central Desktop user • An excellent dancer • Favorite Olympic Sport: • Favorite Olympic Sport: Synchronized Diving Swimming and Diving ©2012 Central Desktop
- 4. Who are these people? Mark Fordham • Head of Services and Support at Central Desktop since 2010 • Over 12 years experience in SaaS • Avid musician who can produce a friendly tune on command • Favorite Olympic Sport: Swimming ©2012 Central Desktop
- 6. Agenda • CD Support and Client Services Spotlight • How to get the most out of your implementation • How to submit a support ticket • Get Ready for: • Collabosphere • Q&A • Community conversation ©2012 Central Desktop
- 7. What are these calls all about? • Vibrant, active user community • Conversations • Highlight: Central Desktop and specific customer(s) • Informal dialogue: between all customers ©2012 Central Desktop
- 8. What these calls are NOT • Not a sales pitch. We won’t try to sell you on additional services or upgrades. • Not a forum for feature requests. Use the Ideasphere ©2012 Central Desktop
- 9. “I have a question” • If you have a question, ask it in the question box. • I will answer questions after the best practices. • We will also have an open discussion session after the best practice session. ©2012 Central Desktop
- 10. HEY, GUYS, SORRY I’M LATE. CONGRATS ON THE AWARD! ©2012 Central Desktop
- 11. 2012 American Business Awards “Stevie” Award for Customer Service Department of the Year ©2012 Central Desktop
- 12. Spotlight on: CENTRAL DESKTOP CUSTOMER EXPERIENCE TEAM ©2012 Central Desktop
- 13. NOW THAT’S A GOOD LOOKING TEAM! ©2012 Central Desktop
- 14. SO WHAT DO YOU GUYS DO? ©2012 Central Desktop
- 15. WHAT WAS YOUR FAVORITE DAY AT CD? ©2012 Central Desktop
- 16. WHAT WAS ONE OF THE MORE CHALLENGING THINGS YOU’VE WORKED THROUGH? ©2012 Central Desktop
- 17. WHAT IS YOUR FAVORITE NEW FEATURE? ©2012 Central Desktop
- 18. WHAT IS YOUR FAVORITE LESSER-KNOWN FEATURE? ©2012 Central Desktop
- 19. DO YOU EVER ANSWER THE PHONE LIKE THIS: “HELLO, PRODUCT SUPPORT, HAVE YOU TRIED TURNING IT OFF AND ON AGAIN?” ©2012 Central Desktop
- 20. Help Me Help You Get better, faster answers to your support tickets ©2012 Central Desktop Starring Habib Daof
- 21. How to Write and Effective Support Ticket • When you want to report a bug try to gather as much information as possible • The more information we have, the faster we can start to resolve your issue • Reduce follow up messages for clarification ©2012 Central Desktop
- 22. “THIS DOESN’T WORK.” ©2012 Central Desktop
- 23. “I CAN’T UPLOAD MY FILES ANYMORE.” ©2012 Central Desktop
- 25. How to Write and Effective Support Ticket • What were you trying to accomplish? • How did you do this? • What did you expect to happen? • What actually happened? • Who was involved? • Where in Central Desktop did you run into this error? • When did this happen? ©2012 Central Desktop
- 26. How to Write and Effective Support Ticket We’ll figure out the “WHY” ©2012 Central Desktop
- 27. “I WAS TRYING TO UPLOAD A DOCUMENT IN THE MEGA-SUPER CORP WORKSPACE BUT RAN INTO SOME PROBLEMS. WHEN I SELECTED THE UPLOAD BUTTON IN FILES AND DISCUSSIONS NOTHING HAPPENED. USUALLY, A WINDOW SHOWS UP THAT WOULD ALLOW ME TO SELECT FILES TO UPLOAD. I'VE ASKED MY TEAM MEMBERS IF THEY HAVE THIS PROBLEM BUT THIS PROBLEM SEEMS SPECIFIC TO MY COMPUTER.” ©2012 Central Desktop
- 28. How to Write and Effective Support Ticket • Allow CD Support Access • Email vs. Phone vs. Chat • support@centraldesktop.com ©2012 Central Desktop
- 29. Help Me Help You Have a successful implementation ©2012 Central Desktop Starring Katie Gaston
- 30. How to Have a Successful Implementation • Be Prepared • Have a Strong Team • Communication • Feedback • Training Plan • Governance Plan ©2012 Central Desktop
- 31. HEY, WHATEVER HAPPENED WITH THAT USER CONFERENCE WE WERE PLANNING LAST MONTH? ©2012 Central Desktop
- 32. Take Flight Every collaboration journey begins with a destination in mind. Where do you want to take your business? Access to CD Hear about how executives, product Extraordinary other CD customers managers and networking are transforming collaboration opportunities their business strategists. ©2012 Central Desktop
- 33. • When: Sunday, October 21 thru Tuesday, October 23 • Where: Sheraton Delfina, 530 Pico Blvd | Santa Monica, CA 90405 • Cost: Conference: $399 ($349 early bird discount), Advanced Training: $149 ©2012 Central Desktop
- 34. Sessions planned: • Trust and Relationships: The Impact of Open Communication on Business • 9 Types of Collaborators • Client Wrangling 101: Tips and tricks for working with even the most difficult client • Building a Collaborative Culture • The Quest for Laziness: Things you can automate • And…Product Roadmap, Speed Consulting, and more. ©2012 Central Desktop
- 35. Highlights from last year's conference “Thanks to all for the stimulating conversations “I learned a lot, and and look forward to meet again in the future!” it was enjoyable. Just the right length.” % last year’s attendees highly likely to attend Top Ranked Sessions from last year: this year: 75% Customer Best Practices Showcase and Central Desktop Product Roadmap ©2012 Central Desktop
- 36. “I have something awesome to say.” • Raise your hand if you want to participate in the discussion • We’ll “call on you” and unmute you • Chat with us • Chat with other users ©2012 Central Desktop
- 37. Thoughts? Tips? Tricks? COMMUNITY CONVERSATIONS ©2012 Central Desktop
- 38. Continue the Conversation • User Forums • Central Desktop Connections - Linkedin • Twitter #CECD ©2012 Central Desktop
- 39. Next meeting • Doing it in Public - Public Workspaces • We want your submissions • Have an idea? We’d love to showcase it! ©2012 Central Desktop
- 40. CD Marketing Candi Anita CD Customer Experience Team Habib, Jared, Jessica, Kevin, Millie, Trung Alan, Alex, Jon, Katie, Kenny, Mark, Susan Biff You, our customers! ©2012 Central Desktop
- 41. Contact us We don’t bite! Client Services 626.689.4420 success@centraldesktop.com Alan Bush 210.767.3101 abush@centraldesktop.com @alanbush Susan Fujiki 626.381.9362 sfujiki@centraldesktop.com @seburrows ©2012 Central Desktop
Notes de l'éditeur
- My name is Susan Fujiki and I would like to welcome you to the Get Connected call. I joined our implementation team last year and I really enjoy helping our users get their systems up and running. Alan Bush started these Get Connected Calls. Alan used Central Desktop for almost three years before coming to work at CD. He often likes to say that this is definitely something he would have appreciated at that time, and that he’s always very excited to be organizing these informal get-togethers. Today I am very excited to be joined by some other members of our team.Thanks for joining us, Susan.
- That was the brand side of the equation. Let’s look at this from your perspective. What do these calls mean for you?You are a part of our user community.You are a CD user, or maybe a prospective user. We’re aiming these discussions at users who have some experience with CD, and are now ready to take their skills to the next level.You are also interested in learning from other CD users, and sharing what you know with the larger user community.
- We want to keep these brief and lively, and most importantly useful to you.Today we are going to meet with the Client Services team and learn some tips and tricks along the way.We’ll finish up with a little bit of time for Q&A and to facilitate discussion between you, our customers.
- So what are community calls? They’re about you, our user community. We are good at facilitating conversation between CD and our customers, but not necessarily between customers. We want to change that. You have great ideas, let’s share them and learn from each other. That is why we are here.
- We already have the ideasphere set up. I know some of you have already used it extensively. That’s great. I’m sure at some point during our get connected calls we’ll uncover an area that would make a great feature request. We can discuss it on Ideasphere. We won’t try to sell you anything. Now if the sales reps start doing webinars…
- If you have a question for any of our quests you can ask it in the question box. We will also have an open discussion session at the end of the call.
- Oh, look, it’s Biff, the Get Connected Intern.
- Mark, would you like to tell us a little about this award and what it means. If you would like to tweet, facebook or email a message to our team it’s not too late! http://cdblog.centraldesktop.com/2012/06/show-your-love-to-our-stevie-award-winning-customer-experience-team/
- Well, here are most of us. We are a small yet powerful team!
- Why thankyou.
- Let’s learn a little bit more about the team. Mark – Overview of entire teamKatie – Day – to – day stuff in Implementation teamHabib – Front line support. Emails, phone calls, & forum.
- Habib - Paintballing. It was a blast (hehe).
- Lessons LearnedKatie – scope control Habib – PM 3.0 release. Much of the UI changed and we introduced additional features which may have been disorienting. Reaching out to customers proactively and listening to feedback was key.
- Make sure to have pages set up for this. Katie – runtime database filtersHabib – File preview (e.g. doc preview, pic preview, video preview, and audio preview.)
- Habib – Bookmarklethttp://help.centraldesktop.com/help/tools/bookmarksKatie – Susan – Image gallery
- Don’t answer that, Habib.
- Habib says some stuff here
- BAD. Doesn’t tell us anything.
- Better-We know what you’re trying to do, but not when/where. We would still have to follow up.
- What we need to know are answers to w – questions, and a h one.
- Habib’s
- Follow the steps that Habib mentioned and leave it up to us to figure out the why.
- Best. This gives us all of the info we need to get started.(add something about a browser?)
- [Have example ready in tab – of how to allow access to CD]
- Katie says some stuff here
- Katie will add some notes.
- What, Cloudosphere? Yes, we were prepping you for this announcement but it’s not called Cloudosphere.
- Mark will talk about Collabosphere.
- Thanks for that. Now is the time when you can ask the team some questions.
- Q&ADummy qs:1. Are all of your support team members here in America?2. Are your user conferences always in Southern California? Have you ever thought of coming to the East Coast? 3. What is the most common mistake you see people make when they implement Central Desktop?
- The Conversation doesn’t have to end here. These are some areas where we can continue this conversation