1. Chapter 6 Web Based Support

2. Self-Service Support Provide users with the ability to solve problems on their own through the use of a support web site. Cost savings Examples –Online problem ticket submission by the users –Searchable knowledge base

3. Advantages 24*7*365 support Speedy response Easy to use Results in better educated and confident users Reduced calls to helpdesk

4. Characteristics Easy to use Fast & accurate Variety of support options Consistent Assisted help Regularly updated Easy to administer

5. Problems Suited Password resets Problem status automation Break/fix problem resolution How to…

6. Question What web-based solutions might be used to resolve each of the following? –An employee cannot open a document because he has an out-of-date version of the word processing software the company uses. –A user who called to report a printer is out of toner. –A user who called about a problem two hours ago wants to know why it has not been solved yet.

7. Progressive Support Stage 1: Automated help –No action required by the user, happens in the background Stage 2: Self-Service –User actively seeks help Stage 3: Real-time assisted support –Live contact between the user and support Stage 4: Delayed assisted support –Delayed contact with support, i.e., by e-mail

8. Question What would you do to motivate employees to use a new Web-based support service? Why are progressive stages of support provided on a Web site? Why would a helpdesk put product documentation on a support site?

9. Case Study –Marketing Web-based Support, page 177 Strategies –1,2 & 3 Pages 182 & 183