Conference Presentation

Moving Business to an Online Community Support System

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In 2013, Bentley made significant enhancements to its global support services by adding an online community system to phone, Web, and chat, and moving a significant amount of one-on-one business to more of a crowdsourced model.
The main objective in doing this was to improve the user experience and increase user satisfaction in interacting with Bentley's support services by providing instant access to Bentley’s knowledge. This initiative was specifically intended to shorten the time it takes to get a solution to an issue or an answer to a question, with Bentley support being very involved with the creation and maintenance of online information as well as answering questions. This session provides insight on what was learned, what worked, what did not work, and what might have been done over again.


Presented By:

Phil Chouinard

Director Social Communities, Bentley Systems, Inc.

Publish Date: May 7, 2014

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