McAfee Case Study - Service Strategies

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Driving an Enhanced Online Customer Experience McAfee Corporate ServicePortal © 2007 McAfee, Inc.
McAfee’s Award Winning Corporate ServicePortal 11 • Self Healing — McAfee Virtual Technician • Self-Service — Support by Reading • KnowledgeBase, FAQs, Documentation ti — Support by Seeing • Video Tutorials — Support by Doing • Product Updates & Downloads • Interactive Support — Live Chat / Remote Support — On-line Case Submission & Management 4/25/2008
Page 1 and 2: McAfee Case Study The Evolution Of
Page 3 and 4: 3 Delivering i best-of-breed b prod
Page 5 and 6: McAfee Global Support Organization
Page 7 and 8: Breaking the Paradox at McAfee 7
Page 9: Process / Approach to Knowledge Man
Page 13 and 14: Support by Reading: McAfee’s Know
Page 15 and 16: Support by Doing: McAfee Global Sup
Page 17 and 18: Interactive Support: Case Managemen
Page 19 and 20: Driving an Enhanced Online Customer
Page 21 and 22: Step 1: McAfee Virtual Technician (
Page 23 and 24: Step 3: Chat & Email Support / Inte
Page 25 and 26: Driving Unassisted Cases Online Con
Page 27: © 2007 McAfee, Inc. Thank You

McAfee Case Study - Service Strategies

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