McAfee Case Study - Service Strategies
McAfee Case Study - Service Strategies
McAfee Case Study - Service Strategies
You also want an ePaper? Increase the reach of your titles
YUMPU automatically turns print PDFs into web optimized ePapers that Google loves.
What’s next: 2 Year Plan<br />
26<br />
• Customized customer managed experience<br />
— Personalized wizard type of support based on customer’s issue<br />
— Integrated Supportability applets and KnowledgeBase<br />
— Detailed information captured and appended to case<br />
• Web 2.0 <strong>Service</strong>s<br />
— Support blog & podcasts<br />
— Wiki<br />
— RSS feeds<br />
— Expanded Video Tutorials<br />
• Build on Communities<br />
— Encourage a knowledge-centric customer culture through online communities<br />
• Solutions embedded within the products<br />
— Ideal Customer Experience, e whether e they start in the product or online<br />
• Enhanced workflows through KnowledgeBase content<br />
— Offer multiple paths to find content based on customer expertise<br />
4/25/2008
Change language