Using Search to Drive Self-Help Success at Veritas

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Learn how to use ROI to validate knowledge management and search to management, by delivering a better customer self-service experience that improves customer success and satisfaction. Understand the simple business case that justified investment in Lucidworks Fusion to deliver unified search across multiple repositories, allowing both customers and support engineers to maximize productivity. Identity management and security models allow support engineers to use the same interface as customers, making it easy to teach customers how to self-solve while still protecting sensitive data. Speaker: Joe Kugler, Sr Mgr, Knowledge Management and Self Help Experience, Veritas Technologies

Technology

Using Search to Drive Self-Help
Success
Veritas’ Online support Journey

Veritas Technologies
Enterprise Data Management – Availability, Protection, Insight
• InfoScale, NetBackup, Backup Exec, Enterprise Vault
Customers include 99 of Fortune 100
M I L E S T O N E S
• 1983 – Founded
• 2004 – Merged with Symantec
• 2016 – Separated from Symantec
Overview

“Web First”
• Allow customers to succeed online with
effortless self-service capabilities (ability to find
downloads, knowledge, documentation, and
more online)
• Use the Web to decrease customer effort and
improve collaboration with Support
• Decrease TSE effort when supporting
customers
• Make Support a differentiator by building best
in class online experience as measured by
winning industry awards
A durable, multi-year strategy with 4 primary objectives:
Usability
Technology
Content
Goals

User Research
Top Tasks
• Search, Browse, Case Management
Top Challenges
• Too many sites
• Product taxonomy
• Need to support mobile
• Too much content that points to other content
Findings

Online Support Experience
140
Products
case create
73
Products
content
13
Products
2 different
groupings
34
Products
3 categories
Group 1 Group 2
- Protection - Backup and Recovery
- Availability - Business Continuity
- Insight - Software-defined Storage
- Information Governance
Information
Governance
Backup and
Recovery
Business
Continuity

Usability
Minimize cognitive load
Search centered experience
Unified search
Simplified & consistent taxonomy
Responsive design
Streamlined Case management experience
Product specific support pages
Nearly identical internal site
Design goals

Usability
Consolidation
Corporate Identity Management
Veritas.com VOX Community PartnerNet
Veritas APIs - Enterprise Search, Case Mgmt, Entitlements/Licensing, Downloads, Contacts, Orgs, Appliances, Etc
Product UIs
Support capabilities exist
in-product that are
appropriate for those
customer personas (fulfills
Gartner MQ requirement)
Dramatically simplified,
capability-focused, out-of-
product digital experiences
(API-driven, all using
same tools for analytics)
Veritas Support

Technology
Third party technology
• Adobe Experience Manager
• LucidWorks Fusion
• Oracle Service Cloud
• Adobe Analytics
API-First Design
Caching Layer
Veritas Design Language (VDL)
Key Decisions

Technology
Fusion used across the enterprise
Features leveraged:
• Stemming
• Synonyms
• Highlighting
• Exact match
• Special character handling
• Signals / Machine Learning
• Featured Results
• Spelling suggestions
Fusion Search

Content
Separation of content types
Specialized Documentation viewer
• Browse vs search
Knowledge Base
• KCS
Connection to community site
Key Decisions

ROI
D I R E C T
Case deflection?
• Use “easy” Cases as proxy
Case creation by source
Case routing
I N D I R E C T
CSAT
Customer Effort Score
How to justify investment

Lessons Learned
Combining tools, KM, and self-help experience into same org is key
Having Support CX/UX is huge benefit
Common simplified taxonomy provides framework for usability
Balanced metrics that measure business outcomes drive behavior
Seek validation via industry awards
• Winner of 2019 ASP Top Support Sites award!
Constant management required to avoid old habits
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Webinar: Smart answers for employee and customer support after covid 19 - Europe

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Watch our on-demand webinar showcasing Smart Answers on Lucidworks Fusion. This technology makes existing chatbots and virtual assistants more intelligent and more valuable to the people you serve. In this webinar, we’ll cover off: -How search and deep learning extend conversational frameworks for improved experiences -How Smart Answers improves customer care, call deflection, and employee self-service -A live demo of Smart Answers for multi-channel self-service support

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In the current climate, it’s now more important than ever to digitally enable your workforce and customers. Hear from Simon Taylor, VP Global Partners & Alliances, Lucidworks and Matt Aslett, Research Vice President, 451 Research to get the inside scoop on how industry leaders in Europe are developing and executing their digital transformation strategies. In this webinar, we’ll discuss: The top challenges and aspirations European business and technology leaders are solving using AI and search technology Which search and AI use cases are making the biggest impact in industries such as finance, healthcare, retail and energy in Europe What technology buyers should look for when evaluating AI and search solutions

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Webinar: Accelerate Data Science with Fusion 5.1

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In this webinar with 451 Research, you'll understand how retailers are using AI to predict customer intent and learn which key performance metrics are used by more than 120 online retailers in Lucidworks’ 2019 Retail Benchmark Survey. In this webinar, you’ll learn: ● What trends and opportunities are facing the ecommerce industry in 2020 ● Why search is the universal path to understanding customer intent ● How large online retailers apply AI to maximize the effectiveness of their personalization efforts

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Nordstrom Rack | Hautelook curates and serves customers a wide selection of on-trend apparel, accessories, and shoes at an everyday savings of up to 75 percent off regular prices. With over a million visitors shopping across different platforms every day, and a realization that customers have become accustomed to robust and personalized search interactions, Nordstrom Rack | Hautelook launched an initiative over a year ago to provide data science-driven digital experiences to their customers. In this session, we’ll discuss Nordstrom Rack | Hautelook’s journey of operationalizing a hefty strategy, optimizing a fickle infrastructure, and rallying troops around a single vision of building an expansible machine-learning driven product discovery engine. The audience will learn about: -The key technical challenges and outcomes that come with onboarding a solution -The lessons learned of creating and executing operational design -The use of Lucidworks Fusion to plug custom data science models into search and browse applications to understand user intent and deliver personalized experiences

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Knowledge graphs and machine learning are on the rise as enterprises hunt for more effective ways to connect the dots between the data and the business world. With newer technologies, the digital workplace can dramatically improve employee engagement, data-driven decisions, and actions that serve tangible business objectives. In this webinar, you will learn -- Introduction to knowledge graphs and where they fit in the ML landscape -- How breakthroughs in search affect your business -- The key features to consider when choosing a data discovery platform -- Best practices for adopting AI-powered search, with real-world examples

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Using Search to Drive Self-Help Success at Veritas

1. Using Search to Drive Self-Help Success Veritas’ Online support Journey

2. Veritas Technologies Enterprise Data Management – Availability, Protection, Insight • InfoScale, NetBackup, Backup Exec, Enterprise Vault Customers include 99 of Fortune 100 M I L E S T O N E S • 1983 – Founded • 2004 – Merged with Symantec • 2016 – Separated from Symantec Overview

3. “Web First” • Allow customers to succeed online with effortless self-service capabilities (ability to find downloads, knowledge, documentation, and more online) • Use the Web to decrease customer effort and improve collaboration with Support • Decrease TSE effort when supporting customers • Make Support a differentiator by building best in class online experience as measured by winning industry awards A durable, multi-year strategy with 4 primary objectives: Usability Technology Content Goals

4. User Research Top Tasks • Search, Browse, Case Management Top Challenges • Too many sites • Product taxonomy • Need to support mobile • Too much content that points to other content Findings

5. Online Support Experience

6. Online Support Experience 140 Products case create 73 Products content 13 Products 2 different groupings 34 Products 3 categories Group 1 Group 2 - Protection - Backup and Recovery - Availability - Business Continuity - Insight - Software-defined Storage - Information Governance Information Governance Backup and Recovery Business Continuity

7. Usability Minimize cognitive load Search centered experience Unified search Simplified & consistent taxonomy Responsive design Streamlined Case management experience Product specific support pages Nearly identical internal site Design goals

8. Usability Consolidation Corporate Identity Management Veritas.com VOX Community PartnerNet Veritas APIs - Enterprise Search, Case Mgmt, Entitlements/Licensing, Downloads, Contacts, Orgs, Appliances, Etc Product UIs Support capabilities exist in-product that are appropriate for those customer personas (fulfills Gartner MQ requirement) Dramatically simplified, capability-focused, out-of- product digital experiences (API-driven, all using same tools for analytics) Veritas Support

9. Usability Home Pages

10. Usability Results Page

11. Technology Third party technology • Adobe Experience Manager • LucidWorks Fusion • Oracle Service Cloud • Adobe Analytics API-First Design Caching Layer Veritas Design Language (VDL) Key Decisions

12. Technology Fusion used across the enterprise Features leveraged: • Stemming • Synonyms • Highlighting • Exact match • Special character handling • Signals / Machine Learning • Featured Results • Spelling suggestions Fusion Search

13.

14. Content Separation of content types Specialized Documentation viewer • Browse vs search Knowledge Base • KCS Connection to community site Key Decisions

15. ROI D I R E C T Case deflection? • Use “easy” Cases as proxy Case creation by source Case routing I N D I R E C T CSAT Customer Effort Score How to justify investment

16. Lessons Learned Combining tools, KM, and self-help experience into same org is key Having Support CX/UX is huge benefit Common simplified taxonomy provides framework for usability Balanced metrics that measure business outcomes drive behavior Seek validation via industry awards • Winner of 2019 ASP Top Support Sites award! Constant management required to avoid old habits What worked well

17. THANK YOU

Using Search to Drive Self-Help Success at Veritas

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