[CoreValues]

alainbt,

What are you looking to improve? Do you want superior customer satisfaction? Having web support (esupport) can definitly help customers. The site needs to be constantly updated with new scenarios and fixes. Is the team big enough to take on this task?

Sometimes people do not want to search on their own for their issues. They want to have someone walk them though. This is common in tech support. They want to trust another person and their guidance in case they "miss" something along the way"

Of course you want to implement a self-service environment. It helps subdue costs in the call center and agents can use their time for other tasks.

As far as good beatings? Yes, I hear you! I handle escalations on a daily basis. These folks are usually mad because there are not aware of the normal processes of engaging support (phone, email, knowledgebases, and FAQ's). Sometimes they are irate with the techs located in foreign countries because of a communication barrier. I make sure that these clients understand that they are getting a great level of support and make sure I can find a tech that can address their technical concerns. I always leave my contact information with the clients in the event they need to escalate from the normal process of engaging support. Let me know if this helps and if you have any other questions

Thanks!

CV