Our Goal is Customer Success!
Customer service organizations are in the midst of a transformation by redefining strategies to improve customer satisfaction at both a transactional and a relationship level. Here is how we are shaking things up to better support Pivotal customers.
One-stop engagement through Pivotal’s Customer Portal
In response to customer feedback for a more integrated and intuitive support management experience, the Pivotal support team launched the new Pivotal Support Portal a few months ago. The portal provides the self-service navigation our customers are looking for and offers a central point of access for all of the information and services customers require during their support experience. The portal includes customer-centric features, such as a clean and simple user interface and a Single Sign On access that allows customers to easily engage in key support-related activities, including:
- Access Pivotal Network to download software
- Search an improved Knowledge Base for solutions
- Learn about Pivotal's support offerings and policies
- View and download documentation
- View support entitlements
- View all service tickets
Collaboration and knowledge sharing are at the center of our core values at Pivotal
To help you achieve greater optimization, we present an exceptional depth and breadth of product knowledge with the richest how-to articles, Solution References, FAQs, Checklists, and Best Practices in our Knowledge Base. Our Knowledge Base is built upon the Knowledge Centered Support (KCS) philosophy of delivering timely information at the point of need. This is critical for empowered, efficient agents and for our customers, who expect to find answers to their questions quickly and easily, when and where they need it. Over this past year, our Knowledge Base has grown exponentially, getting over DOUBLE the views per month with strong click-through rates.
Check out our Knowledge Base to see how our avenues are always open to help our customers. We welcome any feedback! Write to the Knowledge Management team at email@example.com.
Enhance technical expertise through on-demand, online training
Another way we are empowering our customers to have more control of their Pivotal experience is through our robust training courses offered through Pivotal Training. These courses offer training by role: Administrator, Developer, and Data Scientist and are designed by our content development team who work closely with the front line support and product teams to align with the latest Pivotal products. We know that customers need to access this training when their schedules permit, so we have ensured that eLearning can be accessed at any time of day. Additionally, we provide Live Online (virtual) instructor-led training real-time in an online environment. You can check the schedule found here.
The impact of Pivotal Training is definitely having a lasting impression on our customers. For example, when NBCUniversal decided to invest in the Pivotal products to help achieve its digital transformation goals, it also believed it was important to invest in the right type of technical training. As a note from the NBC blog article stated, “the high quality, hands-on training provided through Pivotal Training allowed NBCUniversal developers to immediately start deploying code and also helped prevent future issues raised with the company’s internal technology teams.” Henceforth, it is Pivotal’s aim to partner with all of our customers in this same way.
In addition to Pivotal Training, we also recently launched a Support YouTube playlist, which in the future we hope will serve as a destination for customers to access technical how-to videos based on topics related to customers' most frequent support requests.
The customer service experience clearly has an impact on the overall customer experience. At Pivotal, we understand that the support experience has to keep pace with our customers’ evolving needs—it has to be easy, informative and accessible in the method they prefer to engage with us. Through our support improvements and innovations—the Pivotal Support Portal, Support Update news bulletin and role-based, on-demand training through Pivotal Training—we are enabling proactive support for our customers and equipping them with the tools and expertise to achieve their goals.