Encyclopedia of Computer Science and Technology

470 technical supportIPv6 Information Page. Available online. URL: http://www.ipv6.org/. Accessed August 22, 2007.Kozierok, Charles M. The TCP/IP Guide: A Comprehensive, IllustratedInternet Protocols Reference. San Francisco, Calif.: NoStarch Press, 2005.Leiden, Candace, and Marshall Wilensky. TCP/IP for Dummies. 5thed. New York: Wiley, 2003.Raz, Uri. “Uri’s TCP/IP Resources List.” Available online. URL:http://www.private.org.il/tcpip_rl.html. Accessed August 22,2007.technical supportCompetition and user demand have led to modern softwarebecoming increasingly complex and often stuffed with esotericfeatures. Despite improvement in programs’ own builtinhelp systems (see help systems), users will often havequestions about how to perform particular tasks. There willalso be times when a program doesn’t perform as the userexpects because the user misunderstands some feature ofthe program, the program has an internal flaw (see bugs anddebugging), or there is a problem in interaction between theapplication program, the user’s operating system, or the user’shardware (see device driver).To get help when problems arise, users often turn tothe technical support facility, often called a help desk. Thisfacility can either be internal to an organization (helpingthe organization’s computer users with a wide rangeof problems), or belong to the maker of the software (andavailable in varying degrees to all licensed users of thatsoftware).Large help desks often have two or more levels or tiersof assistants. The first tier assistant can respond to the simplest(and usually most common) situations. For example, afirst-tier support person for a cable or DSL Internet ServiceProvider could tell a caller whether service has been interruptedin their area and if not, take the caller through a setof steps to reset a “hung” modem. If the situation is morecomplex (or the basic steps do not resolve it), the call will be“escalated” to the next tier, where a more experienced techniciancan address detailed software configuration issues.Advanced technical support representatives can usetools such as remote operation software that lets them takeover control of the user’s PC in order to see exactly what isgoing on. They can also submit detailed problem reports toengineers in cases were a modification (patch) to the softwaremight be needed.Support AlternativesUsers who are dissatisfied with the wait for phone supportor dealing with poorly trained support personnel may beable to take advantage of alternative sources of informationand support. Most software companies now have Web sitesthat include a support section that offers services such as• Frequently Asked Questions (FAQ) files with answersto common problems.• A searchable “knowledge base” of articles relating tovarious aspects of the software, including compatibilitywith other products, operating system issues,and so on.• Forms or e-mail links that can be used to submitquestions to the company. Typically questions areanswered in one or two working days.• A bulletin board where users can share solutions andtips relating to the software.Web sites for publications such as PC Magazine and ZDNetalso offer articles and other resources for working with thevarious versions of Microsoft Windows and popular applications.Technical Support IssuesAs with many other aspects of the computer industry, thechanging economic climate has had an impact on technicalsupport practices. Many companies are hoping that providingmore extensive Web-based technical support willreduce the need for help desk representatives. Companiesthat don’t want to create their own support Web sites canturn to consultants such as Expertcity.com or PCSupport.com to create and manage such services for a fee.Another way companies have sought to reduce help deskcosts is to outsource their technical support operations.Most software companies are in areas with a relatively highcost of labor. With modern communications and networkservices, there is no need for the help desk personnel to beat the company headquarters. Workers in less expensiveparts of the United States or even in countries such as Indiathat have a large pool of technically trained, English-speakingpersons can often offer help services at a lower costthan running an in-house help desk, even when the cost oftraining and phone line charges are taken into account. Onthe other hand, there have been complaints by customersthat some overseas support staff have language problems orare poorly trained, using only rote “scripts” to try to diagnoseproblems.Poor technical support can lead customers to switchto competing products. While this may not be much of aconcern in a rapidly expanding industry (where new customersseem to be available in abundance), the situationis different in stagnant or contracting economic conditions.Trying to reduce technical support costs may bringsome short-term help to the bottom line, but in the longerrun the result might be fewer customers and less revenue.An alternative approach is to consider technical supportto be part of a broad effort to maintain customer loyalty;this is often called Customer Relationship Management(see customer relationship management). With regardto technical support, CRM is implemented by using softwareto better track the resolution of customer’s problemsas well as to use information obtained in the support processto offer the customer additional products or servicescustom-tailored to individual situations. With such anapproach the effort to provide better technical support isseen not simply as a necessary business expense but as aninvestment with an expected (though hard to measure)return.