Technical Support on the Web: Designing and Managing an Effective E-Support Site

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In order to stay competitive in today's business world, both technology-based and nontechnology-based organizations must move their sales and product support to the Web. This book provides you with all the tools and information you'll need to make that move. Leading expert Barbara Czegel clearly shows you how to create an effective Web-based support site that meets all of your stakeholder requirements and generates a healthy return on investment.Czegel takes you through the entire process of planning, staffing, designing, building, marketing, and managing your support site. She includes templates and examples that you'll be able to follow when developing your site. You'll also discover a comprehensive troubleshooting guide that will help you recognize and avoid problems and ultimate disaster in the site-creation process. And you'll find real-world case studies that identify the challenges you'll face when building your site and uncover lessons learned from other companies.Focused on the needs of today's e-business decision-makers, this book covers:* The advantages and disadvantages of moving to a Web-based support site* The most important goals to consider for your site* The features that make an effective support site* The best way to set up and manage an implementation plan* The key steps for evaluating performance and improving the site

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BARBARA CZEGEL is President of SIRIUS3, a Toronto-based company that provides consulting for support services and training for Help Desk professionals. She is a member of the Support Services Association (SSA). Czegel is also the author of Running an Effective Help Desk, Second Edition and Help Desk Practitioner's Handbook (both from Wiley).