Question

Topic: Strategy

Can Blogs Be Used A Technical Support System & How

Posted by Anonymous on 2/15/2005 at 2:09 PM ET 125 Points
Hello
I work at a company that deals with technology and we have an expensive outsourced technical support system.I'm wondering if it is possible to make this process completely online and whether it can be handled in-houise through a company blog. Can you suggest a few ideas as to how to go about this transformation.

suchita
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RESPONSES

  • Posted by Chris Blackman on 2/16/2005 at 2:01 AM Accepted
    All the above is good, but be aware your customers may have a perception about personal service and support that blogging may not fully deliver.

    I would experiment and conduct customer feedback sessions to understand what the impact is on brand image.

    Perhaps blogging is a suitable add-on that could enhance your existing service/support model.

    Perhaps it could totally supplant the curent model and save you millions.

    You need to tread warily and make sure it delivers all you promise to your customers when they buy whatever product you sell.

    Be sure to tell us all how it goes...

    ChrisB
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