In a mobile-first digital world, instruction manuals & support documentation have begun to take a back seat to a desire for instant answers to customer support questions. We are more likely to look for answers from a combination of the people & technology available to us. This brings many questions to mind:
– What should this look like in practice?
– Is it worth the effort to update?
– Wouldn’t online community support also risk people posting negative things about the company?
I recently interviewed John Bauer, the Senior Director of Customer Support Technology at FireEye to understand how they are reducing costs and increasing efficiency by implementing a chat & community based solution. Read more.