1.	Is eCommerce and the web critical or increasing in strategic importance to your organization or company?
	Yes No
2.	Is your service or product for which you need to provide support either delivered or available for order over the web?
	Yes No
3.	Do you expect a substantial number of support inquiries to be straightforward, repeat questions?
	Yes No
4.	How technically comfortable and savvy are your customers/end-users (e.g. with PCs and the web)?
	Very comfortable Moderately comfortable Not comfortable
5.	Would you expect that a substantial number of your customers/end-users would find it desirable, or even expect, that support be provided online for self-service?
	Yes No
6.	Estimate the percentage of your customers/end-users that have ready access to the internet via a web browser.
	0-30% 30-70% 70-100%
7.	If you are providing support now, are you satisfied with the level of information you are getting on which products or services your customers are using, how they are using them, where are they having problems, and identifying opportunities for selling additional products, services, or upgrades?
	Yes, quite satisfied No, could do a lot better Not providing support yet
8.	Do you expect a substantial number of support inquiries to be service-oriented inquiries about your customers’ accounts, orders, etc.?
	Yes No Unknown or not applicable
9.	If you are providing telephone support now via outsourcing to a call center company, are your customers satisfied with the level of support they are getting, and are you satisfied with the cost?
	Yes, we are satisfied No, we aren’t totally satisfied Not doing call center outsourcing
10.	Do you have the technical expertise in-house to design, integrate, and maintain a complete customer support solution?  Can you afford the time and staff resources to do it?
	Yes, we have the expertise, time, and resources No, we’re missing one or two of these ingredients No, we’re short on all of these items
11.	Are you open to having another company (one specializing in web-based support, possessing superior expertise, systems, processes, and controls, and with a fanatic attitude about serving the customer) handle your customer support for you?  Or do you feel that customer support is too mission-critical to entrust to someone else?
	Open to outsourcing customer support Have questions, but willing to listen Wouldn’t consider. Too critical.

Name:
Title:
Phone Number:
Company/Organization:
Email Address:

Please provide us a little information about yourself and your support environment, and we will send you a cute little Trusty stuffed dog.

Address 1:
Address 2
City:
State:
Zip/Postal Code:

Support Environment:

Is your support application:
an internal/helpdesk type of support application
an external/end-customer support application
both internal and external

Is the product, service, or environment you need to support:
relatively simple and straightforward
technically complex

Is the subject matter covered in your support environment:
narrow and limited in scope
somewhat broad in subject matter
very broad, encompassing multiple products or environments

Which of the following communication paths do you feel are appropriate for your support environment:
(check all that apply)
phone support
email support
chat support
web self-service

Outsourcing:

Are you currently outsourcing any aspect of customer support?
Not providing customer support yet
Providing customer support, but all done in-house
Currently outsourcing the following:
     phone support
     email support
     chat support
     web self-service

Which of the following might you consider for outsourcing?
Live agent support (via phone, email, and/or chat)
Web-based self-service via a Knowledge Base
Both
Neither

General:

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