get connected with central desktop - august 2012

Get Connected Help Us Help YouAugust 7, 2012

©2012 Central Desktop

Who are these people?

Susan Fujiki

• Implementation Team• Central Desktop - 2011• Favorite Olympic Sport: Diving• Can’t decide which nation(s) to

cheer for in the Olympics



Katie Gaston

• Implementation Team• Central Desktop - 2011• Former Central Desktop user• Favorite Olympic Sport:

Synchronized Diving

Habib Daof

• Support Team• Central Desktop - 2009• An excellent dancer• Favorite Olympic Sport:

Swimming and Diving



Mark Fordham

• Head of Services and Support at Central Desktop since 2010

• Over 12 years experience in SaaS• Avid musician who can produce a

friendly tune on command• Favorite Olympic Sport:

Swimming


YOU?


Agenda

• CD Support and Client Services Spotlight• How to get the most out of your implementation• How to submit a support ticket• Get Ready for:• Collabosphere• Q&A• Community conversation


What are these calls all about?

• Vibrant, active user community• Conversations

• Highlight: Central Desktop and specific customer(s)• Informal dialogue: between all customers


What these calls are NOT• Not a sales pitch. We won’t try to sell you on

additional services or upgrades.• Not a forum for feature requests. Use the

Ideasphere

https://ideasphere.uservoice.com/forums/118481-ideasphere


“I have a question”• If you have a question, ask it

in the question box.• I will answer questions after

the best practices.• We will also have an open

discussion session after the best practice session.


HEY, GUYS, SORRY I’M LATE.CONGRATS ON THE AWARD!


2012 American Business Awards “Stevie” Award for Customer Service Department of the Year


CENTRAL DESKTOP CUSTOMER EXPERIENCE TEAM

Spotlight on:


NOW THAT’S A GOOD LOOKING TEAM!


SO WHAT DO YOU GUYS DO?


WHAT WAS YOUR FAVORITE DAY AT CD?


WHAT WAS ONE OF THE MORE CHALLENGING THINGS YOU’VE WORKED THROUGH?


WHAT IS YOUR FAVORITE NEW FEATURE?


WHAT IS YOUR FAVORITE LESSER-KNOWN FEATURE?


DO YOU EVER ANSWER THE PHONE LIKE THIS: “HELLO, PRODUCT SUPPORT, HAVE YOU TRIED TURNING IT OFF AND ON AGAIN?”


Help Me Help You

Get better, faster answers to your support

tickets

Starring Habib Daof


How to Write and Effective Support Ticket• When you want to report a bug try to gather as

much information as possible• The more information we have, the faster we can

start to resolve your issue• Reduce follow up messages for clarification


“THIS DOESN’T WORK.”


“I CAN’T UPLOAD MY FILES ANYMORE.”


How to Write and Effective Support Ticket• What were you trying to accomplish? • How did you do this?• What did you expect to happen? • What actually happened? • Who was involved?• Where in Central Desktop did you run into this

error?• When did this happen?


How to Write and Effective Support Ticket

We’ll figure out the “WHY”


“I WAS TRYING TO UPLOAD A DOCUMENT IN THE MEGA-SUPER CORP WORKSPACE BUT RAN INTO SOME PROBLEMS. WHEN I SELECTED THE UPLOAD BUTTON IN FILES AND DISCUSSIONS NOTHING HAPPENED. USUALLY, A WINDOW SHOWS UP THAT WOULD ALLOW ME TO SELECT FILES TO UPLOAD. I'VE ASKED MY TEAM MEMBERS IF THEY HAVE THIS PROBLEM BUT THIS PROBLEM SEEMS SPECIFIC TO MY COMPUTER.”


How to Write and Effective Support Ticket• Allow CD Support Access• Email vs. Phone vs. Chat• [email protected]


Help Me Help You

Have a successful implementation

Starring Katie Gaston


How to Have a Successful Implementation• Be Prepared• Have a Strong Team• Communication• Feedback • Training Plan• Governance Plan


HEY, WHATEVER HAPPENED WITH THAT USER CONFERENCE WE WERE PLANNING LAST MONTH?


Take FlightEvery collaboration journey begins with a destination

in mind. Where do you want to take your business?

Access to CD executives, product

managers and collaboration

strategists.

Extraordinary networking

opportunities

Hear about how other CD customers

are transforming their business


• When: Sunday, October 21 thru Tuesday, October 23

• Where: Sheraton Delfina, 530 Pico Blvd | Santa Monica, CA 90405

• Cost: Conference: $399 ($349 early bird discount), Advanced Training: $149


Sessions planned:• Trust and Relationships: The Impact of Open

Communication on Business• 9 Types of Collaborators • Client Wrangling 101: Tips and tricks for working with

even the most difficult client• Building a Collaborative Culture• The Quest for Laziness: Things you can automate• And…Product Roadmap, Speed Consulting, and more.


Highlights from last year's conference“Thanks to all for the stimulating conversations and look forward to meet again in the future!”

“I learned a lot, and it was enjoyable. Just the right length.”

% last year’s attendees highly likely to attend this year: 75%

Top Ranked Sessions from last year: Customer Best Practices Showcase and Central Desktop Product Roadmap


“I have something awesome to say.”

• Raise your hand if you want to participate in the discussion

• We’ll “call on you” and unmute you• Chat with us• Chat with other users


COMMUNITY CONVERSATIONS

Thoughts?Tips?Tricks?


Continue the Conversation

• User Forums• Central Desktop Connections -

Linkedin• Twitter #CECD

http://forum.centraldesktop.com/

http://www.linkedin.com/groups?gid=147417&trk=hb_side_g


Next meeting• Doing it in Public - Public Workspaces• We want your submissions• Have an idea? We’d love to showcase it!


CD MarketingCandiAnita

CD Customer Experience TeamHabib, Jared, Jessica, Kevin, Millie, TrungAlan, Alex, Jon, Katie, Kenny, Mark, SusanBiff

You, our customers!


Contact usClient [email protected]

Alan [email protected]@alanbush

Susan [email protected]@seburrows

We don’t bite!

get connected with central desktop - august 2012

Technology