Quark’s online support has undergone a major reconstruction, now featuring more powerful help and solutions at the company’s website. In addition to the existing free support pages, Quark has set up a ‘virtual knowledge base’, comprising a public search form for its help database and a self-service portal for registered users. The knowledge base provides answers, tips and technical notes, while the self-service portal lets users track issues, log queries and interact with Quark’s tech support team. Quark also continues to offer free telephone hotline support — something almost unheard of elsewhere in the industry.
Here are some highlights from Quark’s press release:
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 behavior.
“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 behaviors. 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.
The following links will take you to the Self Service Portal and Public Knowledge Base for each major product line:
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.