Scott Bajtos, Chief Customer Officer at VMware
Support Experience

How VMware is Reimagining Support for You

Scott Bajtos, Chief Customer Officer at VMware

Over the past year, I’ve travelled around the world listening to VMware customers. You’ve told me what you love about our products, solutions and support offerings, and what we need to improve. I’ve heard you say that your world is changing. Technology innovation and cloud computing are reshaping your customers’ expectations and transforming almost every sector of every industry. Your business is dependent on a digital infrastructure and when something goes wrong, you need quick access to the right information or an easy route to a VMware expert.

That’s why we are reimagining your support experience with VMware and making real change for the better. Going forward, you will enjoy a more proactive, personalized and effortless experience, and improvements to our self-serve help options.

We’re off to a strong start. Here are just a few of the changes we’ve made this year:

VMware Skyline™ Proactive Support Technology. VMware Skyline securely collects configuration, feature and performance data on your VMware environment. Better visibility means we can give you proactive recommendations to improve the stability and reliability of your environment and resolve your support issues more quickly.

VMware Knowledge Base Intelligent Search. We improved VMware Knowledge Base search to make it easier to search across KB articles, docs, blogs and communities, and filter content by product, version and language. Intelligent search uses machine learning to learn what content matters most to you and make your search results more relevant.

Better Support Center Transfers. When the sun goes down in your region, we don’t stop working for you. Severity 1 support requests are transferred from one engineer to another within our customer relationship management platform. The result is better visibility into your issue across the support team, reduced wait times and faster resolution.

More Engaged Communities. We’re building a modern and actively moderated support community that will be the ultimate place for knowledge sharing, peer-to-peer support and connecting with VMware experts.

Request a Call Back. Callback Assist, an integrated feature in our Avaya phone system, gives you the option to receive a call from a technical support engineer rather than wait in the queue. Currently, this option is limited in scope, but we plan to roll it out to a wider audience over time.

Chat with a Support Engineer. Get answers to quick questions. Chat support is available to VMware Cloud Services and VMware Cloud on AWS customers, as well as those who need to file a service request for vRealize Network Insight, vCloud Director, vRealize Automation and vSphere Integrated Containers.

There’s lots more to come. If you are attending VMworld in Las Vegas this week, stop by the VMware Listening Post, located in VMvillage, or the VMware Skyline booth at the Solutions Exchange to share your feedback. You can also find on-site technical support help at the Expert Bar. I look forward to hearing from you!


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