McAfee Case Study - Service Strategies

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McAfee Support Mission Statement 4 For McAfee customers to feel “Confident I am Covered” 4/25/2008
McAfee Global Support Organization 5 100+ Countries 120,000,000 Desktops 15 Major Languages 1000+ Professionals 24 x 7 x 365 Availability 100,000 Customer Contacts/Week 12,000+ KB Articles 250,000 Corporate Customers 30,000,000+ Consumer Subscribers Over 5,100,000 Annual Customer Contacts 4/25/2008
Page 1 and 2: McAfee Case Study The Evolution Of
Page 3: 3 Delivering i best-of-breed b prod
Page 7 and 8: Breaking the Paradox at McAfee 7
Page 9 and 10: Process / Approach to Knowledge Man
Page 11 and 12: McAfee’s Award Winning Corporate
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

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