Archive for June, 2009

When providing support to users of their products, technology companies have slightly different goals than other companies do.   In order to grow from 10,000 to 1,000,000 users companies must make sure they get some serious word-of-mouth referencing, and they must also make sure that potentially (and hopefully) “explosive” growth can be handled well.  Infolink’s Product Support Enrivonment offering is focused on supporting technology companies and their users.  As such, we focus on those support goals that are specifically relevant to those kinds of companies:

• Increased positive customer support experiences
• Reduced risk of customer defection due to bad customer support experiences
• More reference-able customers
• Improved ability to absorb growth
• Reduced total cost of support by exploiting new channels
• Use knowledge to improve the product going forward       

As any other part of your product cycle, support must be planned and managed…sometimes that is all it takes to go from a C- to a A+ user experience.

A five-phase process is followed by Infolink to implement our client’s PSE and get it up and running.  The whole process normally takes from 4-8 weeks, and allows us to go from Identification and Assessment of the requirements, to Implementation of the PSE tools, Transitioning from the current support structure and running a Pilot phase and finally going Operational.

Infolink does not deliver just tools, nor just people.  We believe technology companies require a combination of good support tools, processes and people, which together comprise the Product Support Environment.  Self-help and community resources should be available to those users who can and are willing to self-support, but other channels must be available to those users who would rather interact with a support agent.  Those must include e-mail, phone, chat and remote live support.  Our PSE delivers the best combination of services and best-of-breed support technology.