With access to valuable hardware and software information, self-service support has increased 75% in less than 6 months
Esko recently announced the successful implementation of its online Knowledge Base system. This system, part of a complete Esko help centre available at www.help.esko.com, is a digital platform for customer support self-service. It is accessible for Esko users worldwide and can be navigated in a number of languages.
Esko is responding to customer preferences that more users prefer to access online resources as their ‘first line’ of immediate support. The online help system delivers more options for people to learn about the software and equipment and offers creative, insightful answers to ‘How would I do this?’; not just solving technical problems. Their efforts have clearly paid off as visitor traffic has increased 75% from its launch less than 6 months ago.
The Knowledge Base library is Wiki-based and searchable. It is populated with articles written by Esko experts: support associates, product specialists, and others who have a good sense of what is – and what is not – helpful, practical information. Each article goes through an extensive auditing process to ensure it is valuable, categorized properly and technically correct. New content is constantly added based on an analysis of site use and user feedback.
Esko is a global supplier of integrated solutions for the packaging and labels, sign and display, commercial printing and publishing industries. Esko solutions are used in packaging management, artwork creation, structural design, prepress, 3D visualization, plate making, workflow automation, quality assurance, sample-making, palletisation, supply chain collaboration and the production of signage and displays. The Esko solutions consist of an extensive suite of software and two hardware product lines: CDI flexo computer-to-plate imagers and Kongsberg digital cutting systems. The Esko Kongsberg XP digital cutting table is available in South Africa from Graphix Supply World.
Esko Knowledge Base system provides customer with a valuable 24/7 online tool to complement Graphix Supply World’s continued support and expert advice.
Graphix Supply World
Cape Town: Tel +27 (0) 21 511 5340
Johannesburg: Tel +27 (0) 11 444 9288
Durban: Tel +27 (0) 31 502 6128
24 Hours: Tel +27 (0) 82 455 6333