You’d think that all support sites are created equal. If so, you’d be wrong.
Turns out that support sites that target home and home office customers are very different than those that target large enterprises. Different features, architectures, strengths, and challenges. In fact, they are horses of a completely different color.
One would think that this observation would be a no brainer. Turns out, it’s a challenge for a lot of companies — especially major enterprise players that are wading into the consumer markets, including Cisco.com and CA.com. But, well-known consumer stalwarts, such as Dell.com and HP.com, haven’t broken the technical support code either. Simple fact, “one-size-fits-all” support thinking will get you into plenty of trouble.
We’re putting the finishing touches on a new best practice case study report that identifies the best of the best in home and home office markets. Companies like Apple.com and Adobe.com, plus outstanding support zones at Dell Home & Home Office, HP Home & Home Office, Symantec Norton, McAfee Home & Home Office, and Cisco Home Networking.
Kenna will be filling you in on some of the key details from her drive across the IT Web and her deep dives into these great sites. She tells me that the devil’s in the tricky details. Stay tuned.
