CUSTOMER ENGAGEMENT MANAGEMENT
Your customers do their work on mobile devices. They read product diagrams, open customer- support tickets, instant-message with service representatives, and chat with other customers about your products…all on mobile devices. If you don’t have a two-way communication strategy for your documentation that incorporates mobile devices, you’re losing out on one of the primary drivers of higher revenue: customer engagement over mobile devices.
Astoria MobilityTM gives you the platform and tools to implement a mobile device strategy for two-way communication. The platform is the Astoria Component Content Management System (CCMS), where you create, curate, and translate content, and the tools are the mobile and browser apps that allow you to interact with your internal stakeholders and with your customers.
When you’re ready to interact with internal stakeholders to get their input, they use the Astoria Reviewer app on their Apple iOS© and Google Android© devices to provide nondestructive suggestions, comments and approvals to the content. If those internal stakeholders are subject- matter experts (SMEs), they access Astoria’s browserbased editor through their tablet devices to create, modify, and approve source material. The browserbased editor employs a simplified interface that reduces the effort to incorporate SMEs into the content creation process.
When the content ready for interaction with your customers, they use the Astoria Reader app running on iOS and Android devices to locate, read, and rate your information. The app itself bears no Astoria Software identification; it’s branding reflects your organization’s logo and color scheme. The Astoria Reader has three regions: one for entering search criteria, another for seeing search results and reading content, and a third for entering feedback data. The Astoria Reader records what your customers searched for, what they found and selected, how they felt about what they read, and submits this data to the Astoria CCMS. Astoria correlates the information and makes it available as standalone notifications, as input to Astoria Workflow, and as data for use by the Astoria Reporting subsystem. Nevertheless, enduser privacy is preserved; no personally identifying information is captured or reported by the Astoria Reader.
Your web site is the face of your organization. It’s layout, navigation, colors, text and graphics are your introduction to the world, and it’s data fields, forms, and buttons are the mechanisms by which your customers and prospects interact with you. Astoria Portal extends the scope of that interaction to include the documentation you produce for your customers.
The Astoria Portal displays only the content you want to push to your customers. In the Astoria CCMS, you choose content that has been approved for public distribution. When you’re ready, you push that content to the Astoria Portal with the touch of a button. The Astoria Portal itself bears no Astoria Software identification; it’s branding reflects your organization’s logo and color scheme. In fact, as far as your customers can see, they’re interacting with your web site. Furthermore, each customer end-user has an identity on the Astoria Portal, so you can control both general access and also which content each end-user sees.
The Astoria Portal has regions for entering search parameters, displaying and drilling down into search results (called “faceted search”), collecting any content into user-defined containers (this is how your customers create their own document sets), and entering comments for you or for the community to review. If you permit it, the Astoria Portal allows collaboration between you and your customers and between one customer and another. Also, you control whether or not customer-submitted comments flow back to the Astoria CCMS itself.
The Astoria Portal relieves your teams from building predefined sets of documentation for your customers. Instead, the Astoria Portal’s builtin composition engine allows customers to publish complex, customized documents on the fly for even the most highly configurable products. The Astoria Portal supports popular formats such as HTML5, ePUB, WebHelp, and PDF.
Your internal stakeholders play a role in the creation and curation of content. Sometimes that role is advisory, such as “This looks good,” or “Seems clear to me.” Sometimes that role is official, such as “This is approved for translation,” or “Legal has approved this language.” In some organizations, stakeholders make suggestions and comments. In other environments, the stakeholders need to edit the content, thereby avoiding production bottlenecks and content inaccuracies. Astoria Review provides two modes to accommodate every review scenario.
In its nondestructive mode, Astoria Review presents stakeholders with a secure, browser- based experience with simple operations easily mastered. Stakeholders can make comments and suggestions about anything they see, and they can see comments and suggestion that stakeholders have made already. Everything is updated in real time so two people can see other’s comments and collaborate over the review process.
The nondestructive mode of Astoria Review has an added benefit: simultaneous operation. Two or more people can review the same document at the same time. There’s no risk that one reviewer’s actions will lock out the input from another reviewer.
When reviewers need to make changes to the content, Astoria Review’s editing mode is available. Astoria Review presents stakeholders with a secure, browser-based experience that includes a simplified editing interface for entering text, graphics, and comments to other authors. This interface is ideal for subject-matter experts who need to make important changes to their documents but aren’t trained in XML tags or the complexities of XMLbased authoring.