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Hello Qlik Users!
Despite the many challenges of 2020, our team delivered many of the objectives set at the beginning of the year. A few of the key accomplishments of 2020 include:
- A new Digital Support team that created more, easily consumed content for self-service, spent more time assisting in the Qlik Community and created new support programs (Talk to Experts Tuesdays, Featured Content Friday, and the Support Programs landing page). This work increased our digital engagement 15 times more than that of 2019! Support Updates blog views increased over 125% YoY, video engagement increased over 60% YoY, the number of Support hosted webinars (21) almost doubled, and over 1,200 new articles created (which along with the Knowledge Base move increased articles views over 400%).
- The Qlik Data Integration team was integrated to follow the same processes for a streamlined experience for customers on both sides along with condensing the portals down to one Qlik Support portal. We also created over 100 new articles in 2020.
- We began rolling out a new Partner program that includes granting the same access to training and certification as our Support team as well as an open line of communication between the two groups. We want to ensure their success, which in turn leads to the success of our clients supported by our Partners.
My plan for 2021 is to continue simplifying and streamlining your Qlik Digital experience.
In the coming months, Khoros CARE module will be implemented in the Qlik Community that will allow for a more proactive approach. Our Support engineers will be able to reach out to you before you need to reach out to us. They will work with you to find your answer or, if need be, the engineer will facilitate a smooth transition to a traditional case. The goal is to alleviate frustrations that may come with not finding what you are looking for as well as minimize any back and forth between you and the support engineer.
There are times we all have an easy question that we want an immediate answer to or we cannot remember where we saw the answer previously. These types of questions should not require you to create a case or post on a forum. These mediums can take time to receive a response and we know your time is valuable. For these types of questions, we will be implementing a chat bot to allow you to get answers more quickly and efficiently. With the chat bot, you will have answers at your fingertips. Expect this functionality to be available during the first half of 2021.
During the second half of the year, we hope to bring back chat for technical support. Chat is currently being used by Customer Support with great success. My vision is for you to be able engage with the team for quick, technical answers or to connect to a real person automatically if you were unable to get an answer to your query via chat bot. I see the chat functionality as a way to maximize the effectiveness of your interaction with Qlik Support.
Last but not least, my goal is to integrate our support avenues directly into Qlik Sense SaaS. You will be able to stay in one place to search for answers. No more Google searches or going to Qlik Help, Qlik Community or to the Qlik Support Portal directly. We will be able to guide you within the product to find your answer. If more assistance is required, you will be able to schedule an appointment with a support engineer to receive a callback or a Zoom meeting to get hands on assistance.
We are excited for this year and the opportunity to provide an improved, more efficient and streamlined support experience. We will update you with the progress of these initiatives throughout the year on the blog so stay tuned. Please let us know what else we can do to improve your experience or any other feedback you may have.
Best wishes,
Daniel Coullet
VP of Customer Success