By
Philip Joung On September 12, 2018
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knowledge
The Internet has become the primary destination to learn about and get help for almost anything, and Spirent is no exception. We’ve been offering support on the Customer Service Center (CSC) since 2001. Of course, our site has evolved significantly since then, and we introduced a fully redesigned CSC in late 2017 that centered on offering powerful functionality and tools to help a customer learn, use, participate and ultimately get the most out of their Spirent investment.
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The Spirent Customer Service Center was designed primarily to help you get the most out of your Spirent investment—use it and help drive the success of your business and your initiatives.
Don’t forget to check out the Spirent Knowledge Base, with tens of thousands of articles that provide reliable and up-to-date details and answers for anyone working with Spirent solutions. To learn more about the Spirent Knowledge Base and how it can help, check our previous blogs.
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Spirent has been around for a long time, and over those years, much knowledge has accumulated. The Spirent Knowledge Base (KB) is the largest storehouse of information about Spirent products, and its users will find more details about Spirent than anywhere else. Internet search engines do search into a subset of what the Spirent KB offers, and we know they also contain results from other places. Looking in multiple places helps, but start with the Spirent KB.
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Many times, we learn something as we work with our diverse customer-base. When we do, we document that knowledge so that others can benefit from it. More than two-thirds of our support cases (SR) lead to in-depth documentation and a knowledge base article that is invaluable to our product users.
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Every day, Spirent publishes new Knowledge Base (KB) articles or improves existing ones—most of the time, that’s 20-30 articles a day, with occasional spikes to 50 or more daily articles. Internet search engines don’t stick around constantly to get the latest updates, so they’re not always up-to-date. The Spirent KB, however, DOES stick around, and your searches there include newer content.
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If we think about what we in the high-tech industry have accomplished over the past few decades, it’s astonishing. Our progress relies on the current and former work of people inside and outside of our industry, taking their ideas and adapting or extending them to the next stage.
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You may have heard that the Spirent Knowledge Base is now two years old (pop the champagne!). In those two years, 10,000 new articles have been written in the KB, representing information and knowledge that was often only available if you happened to know the right person to ask. Let’s do a deeper dive into one particular article (an FAQ) and how we know it helps.
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The Spirent Knowledge Base (KB) contains content for every Spirent product we sell (or sold in the recent few years). That’s more than 40 different products. And as you know, much of Spirent’s business focuses on test and measurement. This focus has allowed Spirent to become a leader in our industry, but from a KB perspective, it brings unique challenges. First and foremost, it often brings a certain uniformity in the content we create on the Knowledge Base, requiring us to take into consideration how we make it easy for you to find content for your products. How do we do this? Find out after the jump.
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We’re just two years from when we first started having folks author articles in the Spirent Knowledge Base (KB). The content on the KB has grown at an incredible pace, and we’re about to break through the 10,000 authored articles threshold. What are some things we do to deal with this trove of information?
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By simply using the Spirent Knowledge Base (KB) you play an important role in making it better, whether you know it or not. How? Part of delivering a useful and relevant KB is understanding how our customers are using it. To that end, we pay attention to a wide variety of measures, and we use those metrics to guide us on what’s needed to improve your experience. Learn about an example after the jump.
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As I mentioned in an earlier blog posting (Dogfooding the KB), we here at Spirent use the Knowledge Base (KB) for our own research and knowledge sharing purposes. We’ve had a formal process in the Spirent Support Services team for creating and improving KB content since the launch of the KB, and we just launched a new project that will further improve the content we deliver from the KB. Get the scoop on this project after the jump!
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The Knowledge Base (KB) is at its core, a platform for us to share our collective experience and knowledge with our customers. Of course, a complete sharing is impossible and impractical, but we do strive to share the content we believe will be the most helpful and most needed by our customers.
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If you’re seeking content to help with using Spirent products and solutions, you’ll almost always have more success on the Spirent KB.
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Just like high school, it’s easy to know what’s popular in the Knowledge Base.
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Needles, Haystacks, Saint Bernards and Power Searching the KB
What’s one of the first things you see when you go to the Spirent Knowledge Base (KB)? It’s the search bar. We put it front and center and even a second time on the right to make search the preferred way to find the answers to the problems you need to solve ASAP.
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In making the case for the Spirent Knowledge Base (KB) here at Spirent a few years ago, most of my arguments centered on how it would help our customers. Of course, properly configured and properly used, a knowledge base has just as much value to ourselves, given that we also work with our products daily. These arguments—along with a lot of help from management and others throughout Spirent—was enough to convince everyone here that Spirent was much better with a KB than without. We deployed the KB in the summer of 2011.
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Frequent visitors to the Spirent Customer Service Center may have noticed we introduced the Spirent Knowledge Base (KB) as a main component of the CSC back in July 23, 2011. The KB was the result of years of analysis—yeah, stuff like ROI, impact on customers, impact on the support team, surveys. This isn’t to say that the CSC didn’t have a search function prior to July 23—it was certainly there, but much of the content was outdated, and the quality of the search was horrid. In its approximate 5 years of existence, it grew to about 200 total articles covering just a few products; not all that impressive when you consider Spirent has approximately 40 different products.
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