How Genesys Improves Documentation and Support with Feedback
Product Knowledge | Inside Usabilla

How Genesys Improves Documentation and Support with Feedback

on / by James Tschikov

In a sea of product information and technical documentation, users need information that is relevant to their goals. How does a company with both cloud and on-premises solutions ensure they are delivering optimal service? We explored how Genesys is working with our Voice of Customer solution to deliver useful content to their clients.

Genesys is a global leader in customer experience and contact center solutions, trusted by over 10,000 companies to drive business outcomes and create lasting relationships. Combining the best of technology and human ingenuity, they build intuitive products that foster true omnichannel engagement, both in the cloud and on-premises.

In our conversations with Jody Nabuurs, Marudhu Pandian, Kevin Kuhns, and Sonya Mullins on the Information Experience team at Genesys, we found some unique implementations of Usabilla on technical documentation websites for their PureConnect and PureEngage platforms.

New features, new feedback

Recently, Genesys developed an in-house search engine on their documentation site. In order to let users know that the search engine was new, provide instructions, and get their initial thoughts, they ran a targeted micro-survey campaign through Usabilla.

They asked users to rank the topics that were most relevant to their inquiries and asked how the new search engine was working for them. Feedback from Genesys customers included insights such as top keyword search terms and the ease of accessing documents. Marudhu then passed the feedback along to the development team, who would use this feedback to make necessary adjustments to the search engine functionality.

Since Usabilla directly integrates with JIRA, Genesys’ Information Experience team is working on a swift implementation that will enable them to create tickets for actionable items from Usabilla feedback at the click of a button. This will speed up the process for improving the search functionality and handling technical issues.

Real-time engagement

With Usabilla, the Information Experience team at Genesys tracks feedback items so they can answer any search issues or technical problems in real-time.

Previously, the team worked with a platform where they had to create lengthier surveys for clients and endure a manual process of analyzing individual survey data, rather than in aggregate. With over 28,000 pages of content (which include user guides, videos, API documents, and more) and 42,000 active users in any 30-day period, a manual process of collecting and analyzing Voice of Customer data was an impediment to their work.

“No one has the time, nowadays, to fill out lengthy feedback forms. It is very important that the process of obtaining feedback is not time-consuming and is timed right. Usabilla helps us do exactly this.” Marudhu Pandian, Staff Technical Writer, Genesys

With Usabilla, they have shifted to automation, receiving real-time feedback that is automatically aggregated by our technology. With the ability to create short and pointed surveys that are accordant to their users, they receive relevant insights without the need to complete manual analysis. Automatic analysis on mood-rating and sentiment also allow them to see trends in their feedback, which they can take immediate action on.

Reducing support calls and closing the loop

Since Genesys hosts thousands of articles, the technical writers use embedded in-page feedback on each one as a quick and easy way to capture feedback. Embedded feedback (a small widget underneath the article) provides a channel for users to give immediate feedback on specific documentation, rather than taking their concern to the call center.

In a particular example, a customer wasn’t able to find what they were looking for in the technical documentation after a new feature update was released. By providing feedback within the page in the embedded form, a technical writer could quickly consult the development team on how to proceed. The writer responded to the customer with advice, ensuring that the customer was able to proceed with the process, and updated the documentation accordingly.

The positive effects of this example are three-fold: First, the customer didn’t have to make a call to Support, saving time and resources for the Customer Care team. Second, if the customer had called Support, the technical writers may have been unaware of a necessary documentation update, causing the cycle to repeat. Third, with the ability to identify customers based on user variables or email address, the technical writer can close the loop with the customer to make sure they achieved their goals.

“It is great to know when your content has helped your users solve a problem or achieve a goal.  Usabilla serves as a channel of interaction with our customers and has helped us effectively identify and address pain points.” Jody Nabuurs, Senior Technical Writer, Genesys

 

Key Learnings

After implementing Usabilla on the technical documentation sites about a year ago, the number of responses that Genesys’ Information Experience team has received has been steadily increasing. This enables them to regularly identify areas of improvement across their multiple offerings. Here are a few key learnings thus far:

  • Segmentation: Due to the large volume of feedback on documentation, Usabilla enables the Information Experience team to group issues into categories, which provides an organized and clear picture of the number of issues in each category.

 

  • Defining trends: Within each segment, Genesys’ Information Experience team is able to define trends by analyzing the feedback through various metrics within Usabilla. The Usabilla dashboard gives the team an overview of sentiment ratings and response rates and allows them to export all the raw data to complete further analysis.

 

  • Working closer with tech support and developers: The team that works directly with the documentation pages are the technical writers, but in many cases, there are issues that must be addressed by other teams. Usabilla enables the Information Experience team to properly tag those issues to the right teams, such as the Customer Care team, who provide technical support to customers, and development teams.

 

  • More frequent updates: All of the documentation pages have feedback options powered by Usabilla. Genesys’ Information Experience team uses this data to constantly improve and update content on pages identified as not very helpful. The responses help the technical writers better understand what their readers like, what they want more of, and what they think could be better.

 

With our Voice of Customer platform, the Information Experience team can interact directly with their users on a regular basis, and bring in the Customer Care and development teams when needed. Being a customer experience platform of their own, Usabilla helps Genesys to constantly improve service quality and delivery, as well as the digital experience for their clients.

Article by

James Tschikov

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