Technical Support on the Web: Designing and Managing an Effective E-Support SiteWiley, 2001 - Всего страниц: 376 In order to stay competitive in today's business world, both technology-based and nontechnology-based organizations must move their sales and product support to the Web. This book provides you with all the tools and information you'll need to make that move. Leading expert Barbara Czegel clearly shows you how to create an effective Web-based support site that meets all of your stakeholder requirements and generates a healthy return on investment. Czegel takes you through the entire process of planning, staffing, designing, building, marketing, and managing your support site. She includes templates and examples that you'll be able to follow when developing your site. You'll also discover a comprehensive troubleshooting guide that will help you recognize and avoid problems and ultimate disaster in the site-creation process. And you'll find real-world case studies that identify the challenges you'll face when building your site and uncover lessons learned from other companies.Focused on the needs of today's e-business decision-makers, this book covers: * The advantages and disadvantages of moving to a Web-based support site * The most important goals to consider for your site * The features that make an effective support site * The best way to set up and manage an implementation plan * The key steps for evaluating performance and improving the site |
Содержание
Is WebBased Support Worthwhile? 3 | 3 |
Initiating WebBased Support | 43 |
Establishing Scope | 53 |
Авторские права | |
Не показаны другие разделы: 15
Часто встречающиеся слова и выражения
analyze assisted support CALIFORN call-tracking calls Chapter chat session cost justification cost-benefit analysis create customer segments customer's PC define documents e-newsletter Education eliminate ensure example Farber/LaChance feedback Figure functions handle Help Desk identify implementation improvements initial interactive interface Internet knowledge base knowledge sources log analysis look marketing activities marketing plan measure monitor navigation offer ongoing online chat order management system organization outsource performance poor potential problem resolution procedures processes in place project manager prototypes questions requests requirements response SAN DIEGO scope summary self-service site design site's skills software patches specific stakeholders support options support practitioner support sites survey symptoms Table Tasks Involved technical telephone support templates tion tomers topics Trace Software traffic tutorials understand update users Web technology specialists Web-based support Web-based support site Yoda