With IBM and its website being so vast, it is perhaps natural at times to feel like no one is listening. But, in fact our channels of communication are more numerous than ever, including:
- a new and improved Support Escalation process
- direct document level feedback
- Support feedback and survey links
We have improved the Support Escalation process in order to make sure that none of the support calls logged ever fall through the cracks. As noted on the Cognos Customer Center
page below, we even provide direct links to our senior management team in Support so that escalating an issue is easier.
Every Support document on ibm.com has a document level feedback field where you can make a comment or suggestion, as well as rate the effectiveness of the content. Every comment received is routed to the document author and must be acted upon, so take the opportunity to get involved in the knowledge sharing process and help us improve our customer facing knowledge base content.
Back in the old Cognos days, we used to get 4 or 5 such emails a month – now we average about 500! Customers are more involved in knowledge sharing than ever before.
Keep in mind that this is anonymous feedback and does not replace formal assistance from Support. This is a chance to help us improve the quality of our knowledge base.
And finally, in the bottom right hand corner of Support Portal is a feedback box with links to pages that allow you to make specific suggestions or provide general feedback and request a direct response (unlike document level feedback) or to various surveys and studies where customers can get involved and help us shape the future of our products and Support services.