"Day in the Life" Demonstration

Giva eKnowledgeManager User

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Can’t Find What You Need?/Please Contact Me

Giva knows that the biggest challenge to establishing a successful knowledge management initiative is customers losing faith that the knowledge they want is not there when they want it. Therefore, when a customer searches for knowledge and cannot find a solution for their needs, they can simply hit the "Can’t find what you need?" link at the top of all search results pages. This opens a simple "Please Contact Me" window where they enter their name, email address, and optionally a phone number. When they submit their request, they are creating a service request ticket. If it is a new customer not in your Custom/User Profile database, Giva eKnowlegeManager automatically creates a new profile. This function is excellent for building a prospect database.

When Giva eKnowlegeManager creates the service request, it automatically notifies via email designated support people (Help Desk, knowledge approvers, or knowledge manager) that someone could not find what they were looking for. The notification and the service request contain all the search criteria that your customer entered giving your support organization an edge.

This has two significant benefits. First, someone can help the customer immediately, which lets your customer know that you care about them and want self-service to work. Secondly, you have a permanent record of the knowledge base deficiency so that corrective action can occur. Over time, these "Please Contact Me" service requests should decrease as your knowledge base matures.

Figure 8: Please Contact Me

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