By: Greg Oxton – Consortium for Service Innovation
As vendors get better at providing technical customer support on the web there are some profound realizations:
- The myths about why “our customers won’t use the web for support” turn out to be false
- Customer success and volume on the web is hard to precisely measure but it can be approximated
- Technology products generate more demand for support than we ever realized
The Consortium for Service Innovation is a non profit alliance of high tech customer support organizations that has been working on a demand based view of support that includes both web metrics and customer forum metrics to assess the real demand for support, and our ability to satisfy it.