Zoomin Presentation at IXIASOFT User Conference 2016

•

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Companies are increasingly competing based on customer experience. To improve customer experience, companies need to concentrate on engaging customers through useful content across all touchpoints. A product content hub can centralize content to improve the customer experience throughout the lifecycle from pre-sale to long-term loyal customer. The hub allows for search, personalization, recommendations, updates and analytics across documentation, community forums, knowledge bases and other channels to help customers get tasks done quickly while encouraging ongoing engagement.

Software

IXIASOFT CONFERENCE
SEPTEMBER, 2016
It’s All in The Delivery

IMPROVING CUSTOMER
EXPERIENCE THROUGH BETTER
ACCESS TO CONTENT
Concentrate on reaching customers where they are present. Engage them,
communicate with them through the content they choose to interact with.

Touchpoints are the building blocks
of the customer experience.
In The Past…
Companies competed on features, functionality and price. Today,
companies compete increasingly on customer experience.

DIGITAL EXPERIENCE THROUGH CONTENT
DELIVERY
Source: Forrester Research, Inc.
Pre-sale phase
Immediate post-sale
Long term loyal
customer phase

The Content Workflow
Authoring Versioning Localization Workflow
ReviewConsistency
Check
Stylesheets Automation
Productivity
Value
Customer
Value

Improving CX via Content?
Answer
Help them get things done as
quickly as possible
Engage
But still have an incentive to
stay with us afterwards

Answering & Engaging with Product Content Delivery
Search/SEO
Content updatesGamification
CollaborationPersonalization
Recommendations

Zoomin: Your Product Content Hub
Customer
Community
IoT AppDocumentation
Portal
Knowledge
Base
Call
Center
Formal Product Content
DITA OT
Plug-in
Other content
silos

Zoomin: Your Product Content Hub
• Classification
• Faceted & Full text-search
• SEO enablement
• Authentication
• Entitlements
• Personalization
• Content recommendations
• Content updates
• Gamification
• Usage analytics
• Cross touchpoint enrichment

Zoomin: Product Content Hub
Formal Product Content
docs.com
DITA OT
Plug-in Other content
silos
Call
Center
Knowledge
Base
Customer
Community
Documentation
Portal
IoT
App

THANK YOU!
Request a Demo
Be in touch to schedule a personal discussion to learn more:
Joe Gelb
joe.gelb@zoominsoftware.com

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Zoomin Presentation at IXIASOFT User Conference 2016

1. IXIASOFT CONFERENCE SEPTEMBER, 2016 It’s All in The Delivery

2. IMPROVING CUSTOMER EXPERIENCE THROUGH BETTER ACCESS TO CONTENT Concentrate on reaching customers where they are present. Engage them, communicate with them through the content they choose to interact with.

3. Touchpoints are the building blocks of the customer experience. In The Past… Companies competed on features, functionality and price. Today, companies compete increasingly on customer experience.

4. DIGITAL EXPERIENCE THROUGH CONTENT DELIVERY Source: Forrester Research, Inc. Pre-sale phase Immediate post-sale Long term loyal customer phase

5. The Content Workflow Authoring Versioning Localization Workflow ReviewConsistency Check Stylesheets Automation Productivity Value Customer Value

6. Improving CX via Content? Answer Help them get things done as quickly as possible Engage But still have an incentive to stay with us afterwards

7. Answering & Engaging with Product Content Delivery Search/SEO Content updatesGamification CollaborationPersonalization Recommendations

8. Zoomin: Your Product Content Hub Customer Community IoT AppDocumentation Portal Knowledge Base Call Center Formal Product Content DITA OT Plug-in Other content silos

9. Zoomin: Your Product Content Hub • Classification • Faceted & Full text-search • SEO enablement • Authentication • Entitlements • Personalization • Content recommendations • Content updates • Gamification • Usage analytics • Cross touchpoint enrichment

10. Zoomin: Product Content Hub Formal Product Content docs.com DITA OT Plug-in Other content silos Call Center Knowledge Base Customer Community Documentation Portal IoT App

11. THANK YOU! Request a Demo Be in touch to schedule a personal discussion to learn more: Joe Gelb joe.gelb@zoominsoftware.com

Zoomin Presentation at IXIASOFT User Conference 2016

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Zoomin Presentation at IXIASOFT User Conference 2016