This morning while going about my duties monitoring various social media I picked up a Tweet from a customer indicating he had just gotten past a particularly nagging problem during one of his upgrades. What caught my eye being a representative of the Knowledge Management team here at VMware was the fact that he cited a blog post (not one of ours) as having the fix he needed, and as well, pointing out that his problem was not found in our Knowledgebase.
This was enough for me to pounce on the opportunity to fill a gap in our arsenal of KB articles. I have a whole team of subject matter experts at my disposal whose sole task is to author new KB articles. We also have an elaborate workflow process wrapped around every aspect of what we do. In a matter of minutes I had a work item in the hopper to be processed by one of our technical experts, to be then sent through a team of technical writers for final edits, and then on to final publishing in our Knowledgebase.
I Tweeted back to this customer that we were taking action too. One more opportunity to (hopefully) exceed expectations!
Most of our KB content comes from our support engineers manning our phones in our call centers, but a significant number also come from this customer driven discovery process. It's a win-win for us.
If you ever need a fix for something we have not covered in the KB, we invite you to simply ask for it!
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