Deliver powerful customer support experiences with ‘intelligent content’

Everyone knows that creating great customer experiences is key to customer satisfaction and generating brand loyalty.

However, in this digital-first world, where so much activity has moved online, customer expectations have skyrocketed and failure to meet customers on their own terms is brutally punished.

Offering multilingual customer service and support across channels to global audiences in their own language increases satisfaction and loyalty. But doing so is easier said than done.

Tridion enables you to efficiently deliver optimized customer support experiences in our fragmented, digital world.

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IDC Technology Spotlight 2021

Component Content Management Systems (CCMS) are on the rise, with organizations starting to budget more for them. A CCMS is essential to fuel digital transformation and in turn deliver a high-quality customer and employee information experience.

Learn why a CCMS is the key to helping customers and staff find the one right answer to their questions in this research report from International Data Corporation (IDC).

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Benefits

Easy information findability

Use of Tridion has been proven to achieve a 20% reduction in support calls, with CSATS up by 15% and a 34% increase in content reuse from multichannel distribution.

Reduce information fragmentation

Centralizing information management helps unify operations and eliminate information silos. With Tridion you can control the entire content lifecycle – from creation and review to management and delivery – at scale and in an agile manner.

40% reduction in errors
44% increase in productivity
40% reduction in content creation costs

Strict information governance

Security and governance of content are increasingly important to organizations. Having full traceability and an audit trail of business-critical information is of vital importance in some sectors.

Tridion provides this and has been proven to reduce risk by 23%.

Easy implementation of next-gen tech

‘Intelligent content’ allows information to be read by machines and enables greater automation. It helps you to be future-ready – so you can make the most of AI developments as they come.

Case studies

Video

Dell testimonial

Tridion brought standardization of processes, facilitated content delivery faster and hence improved productivity of content teams.

Case Study

Kaeser Kompressoren engages diverse audiences

Discover how Kaeser Kompressoren were able to roll out a central website to over 40 countries and reuse content across multiple websites.

Intelligent content supply chain

Version management and content reuse

Structured collaboration for knowledge workers

Intelligent work hub for intranet collaboration

Adaptive content for any digital channel

Information governance for security

Resources

Find out more about how we can help you improve the findability of your information and deliver great customer experiences globally.

White paper

Why customer support should be built on ‘structured content’

Fnd out how structured content can facilitate great customer support in a digital-first world.

eBook

Why contextualization makes all the difference in a digital-first world

Learn how proper management of all your support information assets is essential if you are to drive business success in an omnichannel, multi-device, multilingual and multi-preference world.

Customer Support One Right Answer Infographic

Improve your customer support with ‘one right answer’

Take a look at our infographic to learn the difference between structured and unstructured content – and how structured content is the key to delivering the one right answer your customers need, anytime, on any device.

Testimonials

“The use of RWS technology has played a critical role in our centrally managed content and this has generated huge benefits in terms of cost and time savings – ranging from 40-100%.”

Bruno Herrmann, Nielsen

“Reach (internal name for Tridion Docs) is more concise, relevant and user friendly and I am also impressed at how often it is reviewed and how quickly feedback is received/updated.”

Jason R., California Casualty

“We realized we had to put a strategic plan in place – we could no longer live with the traditional methods of documentation and needed to have repeatable, scalable processes that would enable us to support our business growth.”

Jean–Michel Guillot, HORIBA Medical

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