Preparing for Web 2.0: The New Reality for Support

> SSPA on-demand mini-cast: watch this 30-minute mini-cast now or
on your schedule

It’s no secret that Web 2.0 is redefining support. More and more customers are opting to gain knowledge and support from their peers, and the technology services industry is taking heed by investing more than ever in Web2.0 support technologies.

While it is apparent that Web 2.0 is the single most disruptive change to support since the introduction of the Internet, it is less clear on how exactly companies are integrating Web 2.0 technologies into their existing support operations and what it means for their customers.

Join the SSPA and Web 2.0 pioneer Socialtext in this on-demand mini-cast to learn how companies are leveraging Web 2.0 technologies to accelerate support and call center operations. The presenters will share examples of how Web 2.0 tools, especially wikis, are being used today to create rich, support knowledgebase content that helps reduce call resolution times and improve overall customer satisfaction.

In this 30-minute, real-time event you will learn how Web 2.0 support tools:

• Unlock knowledge lost in email and reduce email overload
  by up to 75%
• Cut search time and costs for finding critical information by 50%
• Create more rich support content to solve customer problems
• Increase knowledge sharing and accelerate on-boarding of new employees
• Extend support knowledge to partners and clients through
  self-service portals

>Click here to access this 30-minute event

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