Revolution in Online Support? Our users think so.
Early July, we released a new version of the support web site to make the support experience much more personalized. Additionally, we introduced a troubleshooting dashboard where it gathers ALL relevant information and presents them in a single location with an easy to use interface.
From all the user studies we did, and from monitoring web analytics, users have indicated that we hit a home run with this dashboard approach, and want to see the same approach to be used not just from a troubleshooting perspective but from an overall product level information. Also, they expect to have the list of devices that drive the dashboard to affect other areas of the site. It seems like we have created a nice way for our users to make the site really relevant to them and their environment. Another cool feature (or features) we introduced is to make the MyCisco element much more relevant to support professionals where they can access their own info anywhere (or almost anywhere) they are on Cisco.com, including their recently viewed products, any devices they add to the site. The usage metrics we have gathered so far confirm the positive feedback we had during usability studies, and users are voting with their clicks.
Support professionals can benefit from the site as it learns their usage and offer a personalized experience based on the activities they perform. The more they use it the easier more personalized experience they get. Lastly, we introduced a one stop shop to subscribe to support notifications such as bug notices, security advisories and such.
Since we have established this foundational personalization framework, we will be adding more modules that are relevant to our user base. Additionally, we have plans to extend the portability of the MyCisco component which I will address in a future blog.