Technical Support on the Web
Designing and Managing an Effective E-Support Site
Published on 6. November 2000
Book
Paperback/Softback
XVI, 376 pages
978-0-471-39187-6 (ISBN)
Description
More and more technology and non-technology based companies are moving their sales and product support sites to the Web in order to stay competitive. This book guides the reader through the process of designing and maintaining a Web-based support site. It details the advantages and disadvantages of an e-support site, the tools and technology available, and the attributes that make a site effective. Four case studies are also presented that show how real companies made the move to the Web for their support. Each case study includes an analysis of the site, identifies the challenges the organization faced, and explains the lessons that can be learned.
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Content
THE CONCEPT OF SUPPORT ON THE WEB; Is Web-Based Support Worthwhile?; INITIATING WEB-BASED SUPPORT; A Map for Site Creation and Management; Establishing Scope; Staff Selection; DESIGN CONSIDERATIONS; Functions, Tools, and Implementations; Designing the Site; IMPLEMENTATION AND MANAGEMENT; Processes and Implementation; Marketing; Site Management; Problem Prevention and Troubleshooting; EXAMPLES; A Support Site That Provides Unattended Operations Knowledge; Simplicity in Boxes; Support Site for a Business Software Manufacturer; Revisiting the Education Plus Example; Revisiting the Trace Software Example; Index.