ETC is excited to introduce a new Knowledge Management Site (KMS), providing technical solutions that are both faster and more robust than our previous support article system. With the ability to capture questions in real time, ETC Tech Services can now get answers out more quickly to help others with similar problems.
“The KMS is an exciting next step for ETC support,” says Matt Carroll, Technical Support Manager at ETC. “To be able to provide solutions to customers at their fingertips, on their timeline is something we’re very pleased to now offer.”
Now available at support.etcconnect.com/etc, the KMS houses over 2,000 support articles created over the years, including hundreds of new articles produced just in the last few months. It also offers enhanced features, including:
Self service
The search function is incredibly fast—working at the speed of conversation to both improve user experience and allow Tech Services to access and edit information while on the phone with callers. Search results can also be filtered by topic, helping users of the system fine-tune their searches faster.
User feedback
Users can both rate and leave feedback on the posted articles, which helps Tech Services improve on articles if needed. The more feedback received, the better the content and the more responsive the site becomes, so users are encouraged to leave suggestions.
Offline access
All the content in the system is exportable in pdf format, allowing users to save articles offline and access when and where they need them—no WiFi required.
The KMS has a wide array of content available for ETC products, and ETC is also currently working to develop content for its other subsidiaries (High End Systems, EchoFlex, etc.). We’ll keep you posted on those updates. In the meantime, please explore and enjoy the new KMS!
