Businesses and organizations heavily rely on Digital Asset Management (DAM) systems to efficiently organize, store, and share their valuable media assets. However, the true power of a DAM system lies not only in its cutting-edge features but also in the exceptional customer support that accompanies it. Great customer support is the backbone of a successful DAM implementation, ensuring that users not only understand the software’s capabilities but also maximize its potential to drive their creative processes and collaborations. In this post, we delve into the essence of great customer support with DAM, exploring the key attributes and practices that distinguish exceptional support teams, enabling users to excel in managing their digital assets with confidence and ease.
Reading the Manual
It’s a common stereotype that many people, regardless of gender, don’t bother reading the user’s manual when they encounter new software or technology. While this may be an exaggeration, it’s true that a significant portion of users skim through or completely ignore the documentation. As a result, they miss out on the hidden gems and advanced features that could greatly enhance their experience.
Imagine buying a high-end camera and using it only in auto-mode, completely unaware of the manual settings that could allow you to capture breathtaking photos. Similarly, many users settle for the basic functions of their Digital Asset Management (DAM) software, missing the opportunity to streamline their workflows, increase productivity, and unlock its full potential.
In my role as a customer support expert for DAM systems, I encounter this situation frequently. Customers approach me with questions about common issues and basic functionalities, but once we delve into the software’s intricacies, they are often surprised by the possibilities it offers. It’s immensely satisfying to guide users through the manual, showing them how to navigate the system with confidence and discover features they never knew existed.
Stop! Learning Time
A DAM system is a complex and powerful tool that goes far beyond simple photo or document storage. It serves as a centralized repository for a company’s valuable digital assets, enabling seamless collaboration and content sharing with teams, clients, and the public. However, its complexity can be intimidating for newcomers, and understandably, questions may arise, especially during the early stages of implementation.
When you first adopt a DAM system, you’re likely to encounter a steep learning curve. Understanding how to organize assets, create metadata structures, set access controls, and integrate with other tools may seem overwhelming. That’s why comprehensive training sessions with DAM experts are invaluable during the initial onboarding process. These sessions provide users with an overall view of the software and lay the groundwork for future success.
However, the learning journey doesn’t end there. As time goes on and your organization’s needs evolve, you’ll face new challenges and encounter unique scenarios that demand timely solutions. These could be specific requirements for a critical project, unexpected glitches, or simply finding new ways to optimize your workflows.
To ensure that users continuously gain value from their DAM investment, ongoing support becomes vital. However, many users wonder, “Who do we turn to after the training sessions are over? Where can we find reliable answers and assistance when we encounter roadblocks?”
Call Us for DAM Customer Support! It’s in Our Name!
At our support center, we take pride in being much more than just a reactive helpdesk for technical emergencies. While we are more than capable of addressing and resolving technical issues, our primary focus is on proactively helping you harness the full potential of your DAM system.
We encourage users to reach out to us with any questions or challenges they encounter while working with the software. Whether it’s about advanced search techniques, setting up custom metadata fields, integrating with third-party platforms, or optimizing collaboration workflows, we’re here to assist in every step of your DAM journey.
The most enjoyable conversations I have are with users who call or email with curiosity about how things work. Almost every time, I end up answering their initial question and then discovering a few more areas where they didn’t know they could leverage the DAM system. Sometimes, it’s a simple fix or a quick tip, while other times, it might involve deeper explorations and brainstorming to find the best solution.
Our team is committed to helping you better understand the capabilities of your DAM software and ensuring that you’re making the most of it. We believe that providing continuous support and guidance will empower you to transform from a good DAM user into a great one.
So don’t hesitate to bring us your DAM customer support questions! We’re eager to provide the help and expertise you need, whether it’s day one of implementation or several years down the line. Together, we can unlock the full potential of your DAM system, making it an indispensable asset for your organization’s success.
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DAM Software; how to avoid poor Customer Service
Sara Hatch
MerlinOne Support Engineer
617-328-6645
shatch@MerlinOne.com