Archive for October, 2009
Best Practices: 6. WEB 2.0 AND COMMUNITY-BASED SUPPORT
Posted by admin in PSE Best Practices on October 29, 2009
In the Web 2.0 era of support, Infolink’s Product Support Environment (PSE) leverages community support tools, such as wikis, blogs and discussion forums, as great ways for user communities to self-support, but also for the company to nurture those users and learn from them. Moreover, the power of social networks for support is becoming more evident…they’re a great way to engage in user conversations and anticipate or even deactivate potential problems, which could damage a product’s or company’s reputation…How it’s all coming together: support is more integral to CRM than ever.
Cont’d PSE Best Practices: 5. REHUMANIZE SUPPORT
Posted by admin in PSE Best Practices on October 7, 2009
Let’s continue with our Product Support Environment Best Practices…
While the trend in the last few years has been for companies to provide more and more self-support through their web sites (and sometimes no support at all) and almost no direct human support, Infolink believes that the success of a technology product is highly dependent on the ability of a company to allow its users to “connect” with someone when they need to. Community Support is increasingly important, and has even become vital for some products. But in many cases, a company support agent on the other end of the conversation is still essential. Our PSE model integrates tools and a live support desk for maximum results.