Support Unfolding. My first thought was to name the blog “Support Evolution” but I quickly realized that name would be too controversial and I would probably get more curious viewers expecting writings on Charles Darwin! This blog is about the unfolding of Web technologies and specifically how this impacts those working in the field of Technical Support. Right now we are in the midst of Web 2.0, which according to Wikipedia “… is commonly associated with web applications that facilitate interactive information sharing, interoperability, user-centered design and collaboration on the World Wide Web.” These new technologies are rapidly redefining how the world does business, both B2B (Business to Business) and B2C (Business to Customer) – Technical Support is a part of that and we also must consider how we can evolve to take advantage of these changes, both to serve our customers better and to help our companies do so in a cost-effective way. For me personally, as Social Media Manager in Product Support at Autodesk, this means many things, for example:
How to best implement new forums to leverage the power of communities to resolve first level technical support issues How to use blogs, Twitter and other well-known social media tools to interact with customers in new and different ways How to best use web analytics to measure performance and success of initiatives How to communicate and gain support within the company for trying new ways of doing our Technical Support business
And of course this is just the tip of the iceberg – so come and join me on this journey to chart new waters in the realm of Technical Support and stay on top of what is happening and how our industry can benefit from it. I welcome and encourage your participation!
