Many a mid-level manager and vendor has
had to meticulously calculate and forecast the ROI for their project, because for those making
the final decision, ROI answers the simple question, ???What??™s in it for me????
A well-executed and maintained customer support section of a corporate website can
deliver tremendous ROI, both quantifiable and not. Businesses and analysts call this functionality
???self-service.??? The customer is encouraged to answer their own question using the
company??™s website, which results in many hard savings, along with less tangible benefits, as
you??™ll see shortly.
Save money
There are many studies quantifying the hard savings involved in building detailed support
material for customers. A company??™s initial outlay involves constructing the technical infrastructure
(additional servers, third-party software, custom programming), plus the time it
takes the company??™s writers and information architects to actually draft the support material.
However, once up and running, a support portal can be stable for years??”a few bits of
information, terminology, and phrases may change over time, but the architecture exists
to support future documents.
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