Why eSupport?
Who Benefits?
Web-based support is beginning to be appropriate for just about any type of end-user or customer these days. But the following characteristics will identify those for which eSupport is especially important. The presence of some or all of these characteristics in a substantial portion of your user base should be cause for a serious evaluation of an eSupport solution. The more of these characteristics that are present, the more your users will expect you to provide eSupport.
Common characteristics indicating a need for eSupport:
- Ready access to a web browser when in need of support
- Comfortable with technology
- Uses the web to access your service or buy your product
- Many repetitive questions or problems
- Users dissatisfied with current level of support
- Support analysts solve problems over and over
Potential applications include the following:
- Technical support for a product or service
- Customer service (such as order status and billing questions)
- Pre-sales product support
- Information for distributors and sales reps
- Technical support for your field engineering staff
- Internal users currently supported by a help desk
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