Where Customers Look for Support Information

by Tom SweenyAug 19, 2018

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Vendor web sites have become a secondary resource to general web searches when customers need help. Historically customers have rated the quality and effectiveness of information found on non-vendor web sites very low, but this trend has shifted with more customers indicting that the information they find through general web searches to be relevant to their needs and effective.

Are you Losing Your Customers to Google?

When customers find information on other – non-vendor sites, it diminishes a company’s ability to leverage the service interaction as a means to strengthen its relationship with customers. Without a concerted effort to expand and improve the quality, relevance and findability of the right services content through the support web site vendors risk losing the advantage they once had in retaining control of the on-line service experience.

Where Customers Go for Technical Support Information

Self-help Resources Most Frequently Used

Featured : Customer Perception and Expectations of Self-Help and Social-Support

Vendor web sites have become a secondary resource to general web searches when customers need help. Historically customers have rated the quality and effectiveness of information found on non-vendor web sites very low, but this trend has shifted with more customers indicting that the information they find through general web searches to be relevant to their needs and effective.

This study examines the expectations and perceptions of individuals that use self-help resources to resolve technical support issues.

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Social Media – Implications and Opportunities for Service and Support

Social media has captured the attention of businesses of every kind, as well as individual lines of business. Where else can a company quickly locate current and prospective customers expressing their needs, interests, and opinions? It’s no longer a matter of preference whether you leverage social media. It’s time to embrace it, even if it is just to monitor what your customers are saying. But where to start?

Six Steps for Developing a Social Media Strategy for Support

Developing a social media strategy for Support does not mean that the organization will have to commit significant resources. Social media strategies can begin with a very passive approach, such as monitoring communities and learning from customer discussions. The key is to develop a strategy that makes sense based on well-defined business goals and realistic resource constraints. It’s better to start small than not start at all.

Knowledge Management – Defining the Business Need

Successful knowledge management is not achieved by chance, rather it is a function of understanding the scope of the required effort, establishing a clear vision of the expected benefits, and securing the support and resources necessary to execute. The formulation of a successful knowledge management strategy is based on providing answers to five fundamental questions.