Today we have completed the roll-out of a brand new web page for filing your support requests for your VMware products. Over the past year we have been carefully studying the way this page was being used by our customers.
Here’s some of what we learned:
- Most of you spent a lot of time searching for answers online before requesting help – upwards of an hour on Google, kb.vmware.com and the Communities
- About half of you called in rather than use our web-based self-service portal
- ~85% of you did not use the embedded Search bar on the old page, but…
- Of the ~15% of you who did, most of you did find an answer
- Most of the cases you reported we have solved before and captured the fix in a KB
Help Yourself!
The first thing you’ll notice is our new way of guiding you through a search using tag-cloud-driven interface. The idea is that with a few selections, you can quickly isolate the section of our content most relevant to you.
If you decide to use the tag cloud, each selection (and subsequent selection) refines the cloud and the results. Of course, you can always go the traditional route, and type in your query – our auto-complete will pipe up with suggestions.
We’re Listening
We want to hear from you, so please feel free to let us know what you like or what you would change in this thread in our Communities.
