By: Andy Westlund – Mentor Graphics Corporation
The internet has become an increasingly important avenue for delivering complex technical support. In the beginning, technology was king. Your web guru built a support site so you too could have a self-service channel. Today content is king and your site has evolved into a high-quality knowledge repository. You’ve asked your customers to use the site but the phones keep ringing. How do you get your customers to use your web site first when they need support?
Andy Westlund, North America Support Director, will chronicle Mentor Graphics’ experience meeting this challenge. Hear how Mentor Graphics successfully positioned the web as the best way to access technical support, and understand the regional factors that affected the worldwide implementation. Learn the tactical process changes necessary to make your web support site the first resource customers use.