User Support

‘Gig’ customer service booming during Covid-19, says report

San Francisco, USA. 12th May 2020: Two thirds of people signed up on ‘gig’ customer service (GigCX) platforms are seeing an increase in demand for customer service tasks since the COVID-19 pandemic began, according to The ‘Annual Gig Customer Service’ report, released today by AI-driven gig customer service platform Limitless. The gig customer service model is already in widespread use at companies such as Microsoft, Unilever and Sage.

OpenCms 8 content manager user manual now available!

The OpenCms 8 content manager user manual - which is now available for download - provides a quick non-technical overview of OpenCms 8.

This complete and easy to understand reference will help the content manager to build websites with OpenCms 8 within minutes. Learn all about advanced direct edit and the sitemap editor.

Explaining every feature and functionality of the OpenCms 8 user interface this user manual provides essential know-how for the content manager.

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Quoting IT: Scott Abel on Help 2.0

"Help 2.0 is about letting go of old-school, preconceived notions about our role as content providers. Help 2.0 forces us to realize that by leveraging the knowledge of the crowd we can help users find the right information quickly and easily, whether we created the content ourselves or not. And perhaps most importantly, Help 2.0 is about creating support experiences in which users can help us learn what they want and need, while also allowing them to assist one another, in ways that are meaningful to them."

Mailbag: What makes Kentico CMS Different

Last week, I announced the addition of three CMSs to CMS Focus. CMS Focus is my top 30 list of content management systems that interest me the most. Because I limit the list to only 30 CMSs, there are obviously a good number of quality Web applications that are missing from this list. A CMS that arguably should be on the list is the Kentico CMS.

Kentico's PR Manager recently sent me an email to make his case for why Kentico should be included in the CMS Focus list. I likely will not be making any new changes to my top 30 list until June, however I will definitely consider Kentico the next time I update CMS Focus.


Hi Bryan,

I remember that Kentico CMS hasn't quite made it on your CMS Focus list.

Today, I would like to briefly comment on the criteria for selecting CMS on the list you published:
 
1. First, the application has to add something I haven't seen in a CMS before.

In case of a Kentico CMS it’s a set of its features that makes it unique. There are plenty of CMS that offers source code, hundreds that have multisite and multilingual support, dozens with open and well documented API, some that are SEO friendly, few that are fully rebrandable... And now will there any remain if you add 200+ web parts and 36 modules to cover the needs for building either Corporate Web Site, E-shop, Social Network or Intranet (=simply to allow your web site to grow in any direction)?  How many CMS vendors have 7 days bug fixing policy? Highly responsive support is something hard to prove, but please go ahead and do some “Mystery Mailing”, I’m sure that our support team won’t disappoint you (evaluators have right for 10 support tickets – so really please try this).

MediaWiki plus FCKeditor: WYSIWYG for the wiki

A couple years ago we decided to use MediaWiki for a wiki implementation at work.  Wikipedia uses MediaWiki for their wiki application so we felt it was the right choice for our needs.  One concern my team had was that MediaWiki didn't come with a rich text editor (no WYSIWYG).

While a number of us may be fine with using wikitext or HTML to edit our wiki pages, I believe the majority in any organization prefers to edit their pages with a friendly user interface similar to that found on their word processor. At the time, we tried a number of solutions but found neither the suggested TinyMCE or FCKeditor implementation integrated that well with mediaWiki.  So for our project we settled with wikEd, an editor that still required users to work with wiki syntax but surprising a very good tool for most users.

During a lunch conversation last week with Deane Barker of Gadgetopia and Blend Interactive, I mentioned my frustrations with MediaWiki not having available a good WYSIWYG solution.  Deane suggested that I look at a more recent implementation of MediaWiki plus FCKeditor. This project is being supported by the developers of FCKeditor themselves.

Step back and focus on IT user support

Now that Summer 2007 is finally here, it is time to step back for a couple weeks and spend less time in front of the computer.  As I mentioned earlier,  I'm going to use some of this time to publish online a professional report I did on IT user support.  This report was submitted a couple years ago as a requirement for a Master of Science in Administrative Studies with an Information Systems track.  You'll get bits and pieces of it in the following weeks and once I'm done, I'll regroup them similar to the research paper I posted earlier this year.