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.