Globalizing Support

Even after a product has been released, globalization does not stop. Customers need and expect post-sales support. Unfortunately, many organizations do not adequately consider how to provide support, and end up either providing inadequate support—resulting in customer dissatisfaction, decreased sales, and reduced brandy loyalty and reputation—or are forced to provide support through less effective channels. Web support is typically the most effective option because it allows users to find their own answers at a fraction of the cost of phone support.

However, for users who are unable to find answers to their questions on the web, other support options (including live phone) are important. The challenge for enterprises is to provide these services in a cost-effective manner. If support plans are left until a product is near market release, they will not deliver the needed benefits; support must be planned from the earliest stages and conceived of as a fundamental part of the product life cycle. Considerable information about web support can be found in LISA‘s annual Best International Web Support Sites publication, which details the support solutions of industry leaders in the provision of international support.