Tag Archives: ArcGIS Ideas

A Survey: Your Esri Online Support Resources

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Here at Esri Support, our goal is to provide you with a world-class support experience and ensure your success with the ArcGIS Platform–one element of this experience is online support.

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Announcing the Next Generation of ArcGIS Ideas in the Esri Community on GeoNet!

ArcGIS Ideas Space

UPDATE: The current ArcGIS Ideas site will be placed in read-only mode beginning Wednesday, May 25th. Users will be able to post, comment, and vote on existing ideas in the Esri Community on GeoNet on the evening of Thursday, May … Continue reading

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Your Enhancements in Action: Printing Functionality in Web APIs

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ArcGIS Idea: Print Operation via REST API for Javascript, Flex and Silverlight When ArcGIS Ideas user ccabanero posted an idea in 2010 to enhance ArcGIS for Server by creating a Print Operation via REST API for Javascript, Flex and Silverlight, … Continue reading

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Your Enhancements in Action: LIDAR – Viewing and Editing *.las Files

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ArcGIS Idea: Ability to view and edit LIDAR (*.las) files directly In 2010, ArcGIS Ideas user eatkinson posted an idea to enhance ArcGIS with the Ability to view and edit LIDAR (*.las) files directly. Within a few months, this idea became … Continue reading

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Welcome to the ArcGIS Ideas Social Bar!

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Have a great idea and want to share it with the world?  We’ve got you covered with the new Social Bar in ArcGIS Ideas.  Now you can easily share any Idea with your friends on Facebook, Twitter, and Email.  Not enough? Hover or click … Continue reading

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Recommend ArcGIS Ideas on Facebook!

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Have a great ArcGIS Idea you want to share with all of your friends?  Trying to get the word out about an Idea so others can help promote or even collaborate with you on it?   Now you can recommend Ideas to your … Continue reading

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Updates to ArcGIS Ideas and Workspaces

New features have been added to ArcGIS Ideas that enhance the site and improve access to ArcGIS Workspaces.

Last month we extended ArcGIS Ideas by adding ArcGIS Workspaces. Workspaces provide a way to collaborate on ideas with other members of the GIS community in a secure environment. (Check out Esri Presents ArcGIS Workspaces! to learn more.) This week we added the ability to request new workspaces and to access workspaces directly from the idea in ArcGIS Ideas.

The “Request Workspace” button appears next to ideas that have over 500 points and are not already implemented, under consideration, or deferred.

 

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Esri Presents ArcGIS Workspaces!

ArcGIS Workspaces Screen Shot

Have you ever wanted a place where you could collaborate on a good idea with members of the GIS community? Or have you ever wanted to take an idea further by developing a new solution with others who share your … Continue reading

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Closing the Loop – eSurveys and the Voice of the Customer


There have been a couple blog posts regarding updates to our surveys, such as the post in February 2009 entitled ‘e-Surveys and the Winds of Change’ and more recently February 2010 by Monte regarding ‘eSurveys and How They Help Us and You’. This must mean that e-surveys are valued feedback from our users, right? Exactly!


You may receive an e-survey after finishing up work with one of our team members, as they are generated and sent out upon the resolution of your support incident. Members of the Support team are continually following up with users like you in order to gather additional details from feedback that was received in your survey scores and comments. I wanted to expand on how members of the management team have been and will be contacting you for more information. Since we value your feedback as our customers, we may call or e-mail you to gather further details on surveys you have recently submitted when we need clarifications on comments or specifics on below satisfactory scores.


As a group lead within Support, I can say this definitely helps us get the most out of your feedback and/or advice regarding how your most recent incident was handled. From our conversation, we can learn more about your experience and what we can do to improve our service. We try to pinpoint an area for improvement, such as within the quality of the product, online documentation, the responsiveness/communication you received from the Support Analyst, etc. We’ll take these ideas and share with other members of Support, and even other departments throughout Esri.


For example, a short comment about the product quality within your survey may lead to a phone conversation to discuss the details of your concerns. Your concern could be that the software defect was fixed at a later release or that the workaround provided doesn’t suit your business needs. Getting more details like this on the phone can help us offer more options within Support Services, such as utilizing the User Advocacy Group (UAG) as an avenue to communicate your need for a fix in an upcoming service pack or release. You can quickly see how these conversations can help us improve your experience with Support by gathering suggestions/feedback and acting on this information.


During our conversation, we may be able to give you some information regarding suggestions on moving forward or involve you in initiatives that we have in place within Support, such as the UAG program. Your advice is definitely used to promote awareness or for ideas on new initiatives to better serve you. Our goal is to help make the use of our products and services more efficient. Some recent online resources that pertain to Support that you may be using are the ArcGIS Ideas site and also the Customer Care Portal, which gives visibility on status of software defects/enhancements after they have been submitted/linked to your customer number. Information is power, and your input is helping us build stronger and more reliable products and services.


Keep those survey comments coming!


-Melissa J., Geodata Group Lead, Esri Support Services – Charlotte, NC



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