Prepress
Quark Establishes Quark Virtual Knowledge Base
Thursday 07. August 2008 - New Virtual Knowledge Base Empowers Customers with Easily Accessible, High Quality, 24/7 Self-Service Technical Support Tools
Quark announced today the establishment of the Quark Virtual Knowledge Base, a virtual “Tech at Your Fingertips.” Quark’s Virtual Knowledge Base was created to empower customers with a 24/7 self-service technical support tool. Offered as an addition to Quark’s current technical support options, including free phone-based technical support, the Virtual Knowledge Base is designed so that creative professionals and those supporting them can quickly find answers to questions and solutions to technical problems.
Paul Brothe, Senior Vice President of Customer Service and Operations stated, “Quark customers desire the latest technology when interacting with us. The Virtual Knowledge Base provides another valuable option to our existing support of live telephone, chat and email support.”
Two Tools: Quark Knowledge Base and Self-Service Portal
There are two main tools associated with the Virtual Knowledge Base: the Knowledge Base itself and the Self-Service Portal. The Quark Knowledge Base allows customers to access technical articles that offer solutions to commonly encountered problems, explanations for application behaviors, and answers to frequently asked questions (FAQ). More than just a listing of issues often encountered on the web sites of software developers, each Quark solution includes a background section where an in-depth technical analysis is given for specific software behaviour.
“The point of including a background section for each solution is to offer customers more than a static and simplistic listing of software issues,” said Craig Lanning, Solutions Manager for the Virtual Knowledge Base Team. “We wanted to create a dynamic tool that contains information that can help customers build their own technical understanding of particular software issues or behaviours. That way, if a similar production issue comes up in the future, they will know right away how to handle it.”
The Self-Service Portal
Users can also access the customer Self-Service Portal from the Knowledge Base. In the Self-Service Portal they can log cases, track the status of cases, and comment on solutions provided through the portal. Customer insights logged in this manner can be added to new or existing Solutions in the Knowledge Base. In order to use the portal customers will need to request log-in information from the Virtual Knowledge Base team. Once logged into the portal, they can also view solutions that relate to their problem.
Quark is committed to world-class customer service and with the Virtual Knowledge Base now available, and hundreds of solutions either already posted or scheduled for posting, customers have access to the information they want, when they want it, through the communication channels that make most sense to them.
The following links will take you to the Self Service Portal and Public Knowledge Base for each major product line:
Desktop Customers:
– Self-Service Portal:
http://www.quark.com/service/desktop/support/techinfo/vkb.html
– Public Knowledge Base:
http://www.quark.com/service/desktop/support/techinfo/knowledgebase.html
Enterprise Customers:
– Self-Service Portal
http://dynamicpublishing.quark.com/support/self_service.html
– Public Knowledge Base
http://dynamicpublishing.quark.com/support/knowledge_center.html
The Virtual Knowledge Base and Self-Service Portal are available to enterprise customers with maintenance programs and QuarkXPress users with versions 6.5, 7 or 8.