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 Web 2.0 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.
Some Socialtext customers are on the leading edge of this trend, for example Angel.com provides a public Interactive Voice Response (IVR) community for their customers and partners. By leveraging the wiki, Angel.com opens up collaboration and contributions to their support knowledgebase and even their technical product documentation to their customer community.
To help customers get better educated, the Service & Support Professionals Association (SSPA) and Socialtext today released an on-demand webinar specifically about leveraging Web 2.0 technologies to accelerate support and call center operations. The presenters include John Ragsdale, Vice President of Research with SSPA, sharing 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. Click here to attend the on-demand webinar and learn more.
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