Creators and developers of software products or internal applications often do not go to market (or launch) with an adequate support environment, therefore inviting user frustration and defection and driving up cost.
Our Product Support Environment (PSESM), Infolink’s unique three-dimensional approach to product support involves:
This is what we call Integrated Product Support and the PSESM is how we deliver it. The first two components represent two essential halves of a great support environment. It all starts with the right set of best-of-breed software support tools as well as the right content, which are complemented with a live support team to provide the process-driven, professional attention to your users they deserve.
The third dimension -Product Knowledge Feedback (PKFSM)- ensures the improvement in the product in order to "eliminate" unneeded support in the future. PKF becomes the best way to feed product knowledge accumulated through the various support channels back into the product improvement process for future product releases, thereby completing a virtuous cycle and maximizing ROI.
