Esko Knowledge Base website has successful rollout

Esko has announced the successful implementation of its on-line Knowledge Base system. This system, part of a complete Esko help center available at http://help.esko.com/, is a digital platform for customer support self-service. It is accessible for Esko users worldwide and can be navigated in a number of languages.

Esko is responding to customer preferences that more users prefer to access online resources as their ‘first line’ of immediate support. According to Forrester, 72% of customers prefer using a company’s website to answer their questions. Esko is responding to the challenge of providing different support solutions and delivering more options for people to learn about their software and equipment. In the process, the online help system offers creative, insightful answers to ‘How would I do this’; not just solving technical problems. The efforts have paid off. Visitor traffic has increased 75% from its launch less than half a year ago.

The Knowledge Base library is Wiki-based and searchable. It is populated with articles written by Esko experts: support associates, product specialists, and others who have a good sense of what is – and what is not – helpful, practical information. Each article goes through an extensive auditing process to ensure it is valuable, categorized properly and technically correct.

“Esko’s Knowledge Base is a supplement to our support teams, a means to help customers find answers immediately. We are building an integrated support network and therefore are deploying modern technology to assist our customers,” adds Vandromme. “Our customers are pushing us to offer a self-service model, something that is more efficient and effective for basic questions. We’re just responding to the changing needs of the workforce.”