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Provide a Confluence-based Customer Experience portal so our visitors can learn more about our products, increase the level of engagement, access to up-to-date information and product documentation, continuous education, and learning path tracking.
Disclaimer: I am not affiliated with Atlassian or any of the mentioned marketplace vendors. I wrote this article to share a user's perspective. These first part examples will be on Server/Data Center, but the concepts shared apply to the cloud version. Eventually, I will publish another article with examples from a cloud version.
In February 2021, the Confluence team launched a marketing campaign focus on customer love, and I realized that I still have this unpublished article related to the customer experience journey while accessing our products documentation, onboarding, and continuous education.
Our customers will embark on an incremental journey and we need to be sure we provide the information needed according to their engagement. There is a difference between the standard commercial website and a customer experience portal: Collaboration and interaction. We want to provide information, but the actual value is the level of interaction we can reach with our community of users. And of course, the level of services and value-added proposition we can offer to them.
In this approach, I am considering multiple layers to dose the content distribution and engagement. The layers relate to the maturity of the relationship with our customers.
To align our terminology in the context of this article.
Without a doubt, talking about an in-person trade show during the pandemic sounds weird, but there are some fundamental principles you need to master while you are managing a booth in any tradeshow. Such principles are also foundational and applicable to any development that will impact people's interaction in the digital virtual world.
So if you had the opportunity to "work" a booth, you would remember the pre-show preparation staff meetings and those things to remember while running the show. Well, as my daughter says, "guess what?" Most of them are also applicable to your online interaction. Let's review the common mistakes or pieces of advice (check this article about trade shows common mistakes)
About this picture from Deiser. You will notice that each staf member is engaged with customers opening the space to maintain the flow. Those that are not directly involved with a customer maintain a distance and are alert of surroundings. This group understood the roles of a exhibitor, each piece or action has a purpose. Good job Deiser Team!
How is this list of recommendations related to our Confluence Customer Journey or experience?
Here are some points to consider in alignment with the in-person journey while designing a CX Portal using Confluence as a core.
An analogy with trade shows principles.
First layer: An open, no commitment platform. Users can learn more about our products. If they are interested, they will create their account to "walk into your booth" and ask for more.
Second layer: now that the user is identified, they access our demonstration stations to obtain a high-level idea of the products, interact with our sales team and participate in a guided "product tour."
Third layer: let's learn more and schedule detailed demonstrations, access a sandbox for simulations and eventually purchase and implement our product. Provide detailed documentation and track the learning experience. Assist the customer on their journey, building a solid foundation
Fourth Layer: Training programs, microlearning, certificates, feature enhancement requests, and how about videos as an answer to my support tickets?
Fifth+ layers: Continuous education, on-demand training, and products upgrade. Up to date content about the latest release, e-learning based on Confluence content auto-updated every night.
Build a customer portal using Confluence as a core to develop and host the information, Jira Service Management to provide support, Comala Document Management and Publishing to assist content generation, Scroll ViewPort, and Versions in displaying versioned product content and EduBrite and Gilly as Learning Management System (LMS) to track content consumption, develop and host e-learning artifacts and to generate completion certificates and learning programs.
Short Answer: Yes, and the value of your content will increase exponentially
Core: Confluence as the main driver of this CXPortal
Integrated Learning Management System (LMS): Edubrite and Gilly enhance the experience. It tracks learning, provides certificates and a personal dashboard. Provide e-learning content auto-updated daily with content from Confluence without any additional effort.
Look and feel - K15t - Scroll Versions and Scroll ViewPort - they will take care of the look and feel and the memorable experience.
The right Content - Comala Document Management and Comala publishing - Make your draft shine and publish the right verified and updated content.
All about service - Jira Service Management, as the customer service portal, also integrated with the LMS so an agent can recommend and track content from the LMS.
In Part 2 I will go over the configuration details, integration, and key features used from each integrated tool.
Fabian A. Lopez (Community Leader - Argentina, Florida, California)