Essential Functionalities and Services for Your CMS: Ongoing Support
by Andrew Soderberg on July 01, 2015
“A relationship with your CMS vendor should not end after your implementation. The vendor should offer the highest level of customer service, allowing you to work without downtime and have peace of mind in the company’s ability to quickly come to the rescue when you need assistance. Customer support should also provide 24/7 coaching in the form of reference guides, videos and online courses that are readily available to you and your users.”
— Lance Merker, OmniUpdate President and CEO
A Guide to Web Content Management System Evaluation
Customer support is our highest priority here at OmniUpdate. We offer a lot of support resources that we are always improving upon. These are just some of our latest improvements:
Learning Management System (LMS)
We introduced the LMS last year, and have since added some great new courses, like the Building Gadgets and API’s Course, with more in the works! For those of you who don’t know, the LMS is a tool that helps OU Campus™ users of all levels better learn the content management system (CMS) through self-paced classes, videos, and quizzes. We can also set up a sub-account for your college or university, giving you the ability to create and distribute your own OU Campus training materials. Visit lms.omniupdate.com or send an email request to email@example.com to get started.
Also available to all OU Campus users, the Feedback Forum is a great place to submit, comment, and vote on CMS feature requests. Your participation in this forum directly influences what is added to the OU Campus roadmap. All activity is reviewed by our Software Development and Customer Support departments. They go through and mark what features are planned, under review, or started. This is also where we open up voting for your Gadget Challenge idea submissions. So be sure to sign up by emailing firstname.lastname@example.org.
You might not have the time or manpower to add all the capabilities that your website needs. That is where professional services come in! We will gladly provide custom templates, navigation schemas, coding, or scripting to make your site truly unique.
All you need to do is provide project specifications and we will gladly give you a quote! Contact email@example.com to learn more about a particular service.
We are always finding ways to improve our Support Site. In fact, we provide comment boxes on each page for you to give feedback on whether or not a topic was helpful. You’ll know that a page is up-to-date because of the “Last Updated” time stamp at the top. And, as a guide, right next to that are chevron symbols that indicate the intended audience (e.g. administrators, contributors, developers).
On the home page, you can easily find important reference guides, the most recent OU Campus features and support updates, and the latest Training Tuesdays –with a link to an archive that has every topic we have covered over the years. Above and beyond Training Tuesday recordings, we’ve added more comprehensive help videos to the Support Site. These are step-by-step, how-to types of videos. So be sure to check them out and learn something new today!
New Knowledgebase in Helpdesk
Before, named support contacts for each institution would simply send a support ticket to firstname.lastname@example.org and perhaps check on its status at helpdesk.omniupdate.com. Now, when they log in to the helpdesk they can easily search through our knowledgebase for an answer. This self-serve tool helps get you the solutions you need faster.
OmniUpdate Community Network (OCN)
The biggest change so far this year is the massive upgrade to the OCN, our main outreach and communication tool for our customers. Its modern interface makes it easy to navigate and find all the great shared content, including forums, announcements and news, photos and videos, OUTC presentation slides, classifieds, and more! If you have not done so already, simply reset your password or request access through email@example.com.
New Concierge Services
Concierge services, like professional services, are bite-size jobs that are available through select OmniUpdate partners. We will help you find the right partner for the services you need, like:
- Google Analytics Site Set-Up
- Usability Research
- Photoshop Files to HTML Templates
- Information Architecture
- Content Evaluation and SEO Strategy
- Digital Marketing Assessment and Strategy
- And much more!
Learn more about these services at concierge.omniupdate.com.
There’s a reason why we have won three Stevie Awards for Sales & Customer Service in the past two years: We do everything in our power to provide exceptional customer support. If you have any suggestions on how we can further improve our support services, please comment below!