Web Support Services – The Basics and Beyond
by Francoise Tourniaire, Ph.D.

The web is a superb way of delivering self-service but self-service is only one of the many facets of web support. The web also makes it possible to communicate with customers in a rich environment that supports collaboration and machine-to-machine communication while creating an instantaneous and permanent record if issues need to be revisited later. This report explores the full capabilities of web-based support and introduces strategies and best practices for unlocking the full potential of the web. It examines the elements of highly effective web support services and provides practical insight into how to develop, promote, and administer interactive electronic support and self-service resources. Knowledge management, electronic software distribution, on-line case submission and management, personalization, discussion forums, collaboration, tools, staffing are key areas highlighted.