Improving Customer Experience with our enhanced Cloud Customer Portal

Jun 28 2019

Over the years XWiki Network has been the place where we spend most of our time communicating with our support clients.

We have recently started to work on the revamping of our support platform for our cloud users. You can access the newer version of our customer portal directly from the cloud wiki using “Report an issue”.

The latest XWiki Network includes

  • improvements for the management of support tickets with a better editor for reporting a support ticket
  • the possibility to purchase apps (including XWiki Pro, the full set of productivity and business-oriented applications) directly from the Shop*

At XWiki, we have always been focused on improving customer satisfaction by gathering as much feedback as possible which we then take into account as we discuss work on new features and improving our services.

For several years we have been sending out a yearly survey encouraging our clients to offer their opinion on both the services we provide but also on the product.

While the number of clients that have filled in the survey has remained steady, the question on our mind was how we could get more regular feedback. We wanted to keep it simple, with just a few clicks. Consequently, we have added just one rating option and a feedback box (in case our services rate lower than “Excellent” emoticon_wink ).

Gathering more feedback will help us know when we do well and where we can improve our services, so we encourage all our cloud users to click the rating they feel is closer to their customer experience.

Also, stay tuned for more improvements over the next period.

Oana Florea, Customer Support Manager

*Starting with level Silver, our Support clients will receive upon request a free voucher for XWiki Pro.