Web support first. Motivating your customers to use your website for support.

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? How do you ensure you have the right content at the right time? How do you encourage your technical staff to demonstrate the value of your site?

Angela Anastasakis, WW Environment Sr. Support Manager, will chronicle Mentor Graphics’ experience meeting this challenge. Learn the tactical process changes necessary to make your web support site the first resource customers use and the strategies to increase their success rate in troubleshooting their technical issues.