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‘Tis that time of the year when customer and technical support people go crazy…
This happens either because customers did not want to pay for upgrades or customizations all year long, or vendors simply ignored their clients’ needs and

technical customer support  some carols adapted to technical support: I Saw Three Ships all in transit, but they get here after Christmas—the customer is going to kill me! It Came Upon the Midnight, Clear ed from customs—but we have no trucks to get it to the warehouse. Joy to the World , profit to the owner, extra working hours for us. The First Noel working in technical support—and my last! Silent Night is something I didn’t have this week. God Rest Ye Merry Gentlemen , but not before everything gets shipped out. O Read More...
Help Desk for the Health Care Industry
Help Desk is an application for assisting and managing calls for support from computer users. It also includes computer and software inventory tracking along with technical support knowledge bas...
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Documents related to » technical customer support


Minimizing the Total Cost of Technical Support for Enterprise Applications
Many organizations don’t follow formalized processes for technical support evaluation. However, technical support is a vital component of any enterprise

technical customer support  the Total Cost of Technical Support for Enterprise Applications Originally published - November 20, 2006 Enterprise software selection is a big decision for any organization. Licensing fees are costly, and choosing the software that matches the company’s business model can be a daunting decision. If the enterprise decides to go with a particular vendor, and the vendor does not deliver, the company will incur a large financial loss. Thus, when selecting an enterprise software solution, there are many Read More...
Building a Customer-centric Enterprise Knowledge Base for Improved Customer Support
Within an organization, knowledge bases (KBs) of known product issues and their resolutions are typically created and managed by customer support teams. Their

technical customer support  the skill of a technical writer to continuously improve upon the quality and manner of the presentation of information— KBs that have been developed for internal use within an organization need to be altered in order to become an effective tool for customers. This is not best left in the hands of a customer support employee, as persons in such a role tend to employ jargon and shorthand notations that clients might find confusing. Once the language is clarified, clients can research resolutions to known Read More...
Bad Customer Support Is Not a Software Problem
A couple of days ago, my laptop decided (all on its own) to jump off my desk.Lucky for me, it survived almost completely undamaged except for a broken latch

technical customer support  So I called the Technical Service department again and asked if they could find the right part number. They couldn’t. My laptop was no longer under warranty, you see, so they weren’t allowed to look up the number for me. But Parts and Services might be able to help. Argh. I took a deep breath, called Parts and Services again, and asked if there was anyone on earth who could give me the ID number for the part I needed so that I could actually buy the part. From the vendor. For money. The rep had no Read More...
Customer Relationship Management (CRM) RFI/RFP Template
Sales Force Automation, Marketing Automation, Customer Service and Support, Analytics and Reporting, and Technical Functionality

technical customer support  Analytics and Reporting, and Technical Functionality Read More...
Applying the Power of Social Networks to Customer Relationship Management
Customer relationship management (CRM) is rapidly morphing from a customer management model to one of customer engagement. Social networks, podcasts, blogs, and

technical customer support  the Power of Social Networks to Customer Relationship Management The era of managing your customer with a traditional customer relationship management (CRM) process is rapidly coming to an end. CRM is undergoing a revolutionary transformation, changing from a customer management model to one of customer engagement, and Web 2.0 technology is at the heart of this change. Social networks, podcasts, blogs, and wikis are enabling customers to become advocates rather than simply targets, giving them the Read More...
A Modern Approach to Improving Customer Support
As products become more complex and customer expectations continue to rise, service and support become increasingly difficult. So how can service and support

technical customer support  Modern Approach to Improving Customer Support As products become more complex and customer expectations continue to rise, service and support become increasingly difficult. So how can service and support managers transcend these problems and use each customer interaction to build customer loyalty and drive service leveraged revenue? By empowering customers with Web 2.0 technology and enabling users to manage their own experiences. Find out how. Read More...
Serving the Uncompromising Customer
Everybody’s talking about how improving customer experiences increases loyalty, advocacy, and profitability. And you know you need to do something to deliver

technical customer support  the Uncompromising Customer Everybody’s talking about how improving customer experiences increases loyalty, advocacy, and profitability. And you know you need to do something to deliver great customer experiences across your organization (rather than just at the retail store or call center). So now what? Download this white paper to find out how to kick-start your customer experience improvement initiative. Read More...
Customer Centricity: The Devil Lies in the Details
The purpose of this white paper is to help readers understand the importance of customer-centricity in today's highly competitive and constantly evolving

technical customer support   Read More...
Customer: Eastern Food
Eastern Foods, Inc. produces fresh goods for one of the most widely dispersed populations in the world. The leading supplier of salad dressings to airlines

technical customer support   Read More...
Rethinking Customer Service: The Call Center as Corporate Information Hub
At most companies, the customer service department’s primary goal has been to manage complaints as cheaply as possible, not to build enduring relationships with

technical customer support  Customer Service: The Call Center as Corporate Information Hub At most companies, the customer service department’s primary goal has been to manage complaints as cheaply as possible, not to build enduring relationships with customers. This e-book looks at how the call center can help drive a proactive, rather than reactive, approach to business. Experts from the call center world share strategies and shifts that must take place within companies if they are to be vital and nimble in the 21st Read More...
The Intelligent Customer Experience Life Cycle
Whether you’re a manufacturer, vendor, or customer service company, the increasing pressure to make sales and decrease service costs affects you. The key to its

technical customer support  Intelligent Customer Experience Life Cycle Whether you’re a manufacturer, vendor, or customer service company, the increasing pressure to make sales and decrease service costs affects you. The key to its success is to look at your customer experiences as repeatable life cycles. Instead of viewing sales and service as independent challenges—solved by using disconnected software packages—an integrated solution that accelerates the total life cycle may be the answer. Read More...
SAP Support - From Reactive to Proactive
I recently attended the SAP Active Global Support (AGS) Analyst Summit in Costa Mesa, California, along with a member of TEC’s software selection services team.

technical customer support  skills that are part technical (application and operations), part project manager, part testing, and part business operations. Summary – SAP support – The Future is Predictive Over the years, SAP has made great strides in moving from a reactive to a proactive support model. The Merriam-Webster dictionary definition of pro-active is “acting in anticipation of future problems, needs, or changes.” A more focused definition for software vendors might be more along the lines of “telling the customer Read More...
Improving Customer Engagement with Social CRM
In a previous post I discussed how the social revolution impacted customer relationship management (CRM) and underlined that while processes designed to derive

technical customer support  Customer Engagement with Social CRM In a  previous pos t I discussed how the social revolution impacted customer relationship management (CRM) and underlined that while processes designed to derive value in CRM remain valid, they are far from being sufficient in the context of social CRM (SCRM). Yet most organizations need structure to conduct their activities. As far as CRM is concerned, the social aspect has brought to the surface what already existed but had been dodged by businesses, for a Read More...

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