Adapt to customer needs
This is a difficult point to define sharply, but it can be summarized as updating the support
portal to address new technology, functionality, and content before customers even know
what they??™re missing. The goal is to silently refresh the support section to ride waves of
change, not paddle desperately behind after your team has been swamped with inquiries
about the latest new thing.
This, admittedly, could mean a lot of things; each industry has its own particular curve that
needs to be outdistanced in order to remain competitive and relative. Customers expect
their vendor??™s website to remain at the forefront of their business??”especially a support
portal that is (theoretically) built to cater to those who keep them in business.
Keep content current
Too many companies focus on pushing out the latest product versions and disregard
updating documentation, but not supplying the most current product or service information
in the support section can be detrimental. When customers arrive, they are seeking
information about the grand new thing being trumpeted about by the media, not obsolete
documents detailing what was hot five years ago.
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