Archive for August, 2009

The Product Support Environment selects and implements just the right combination of best-of-breed support tools based on a technology company’s support requirements.   The environment MUST include the customer portal, case management system, chat and remote support capabilities, as well as community tools used for nurturing the user base.  A key element is a Knowledge Base to organize and accumulate the solutions to customer problems.  It will not only make the support function much more efficient for support engineers and customers, but provide the basis for ongoing improvement of the product.