This case study announces 2013’s leaders, laggers — and fast movers in the Online Support category.
The fact is EMC.com hosts one of the most secretive support sites in IT. Its support documentation and features are completely hidden behind walls that only its customers can access.
A handful of eBusiness Index companies launched a passel of iPad apps in 2011, with the bulk of new stuff hitting the airwaves between October and December. Although iPad apps are a moving target, most fall into one of six categories:
Most teams use customer satisfaction studies to get a bird’s eye view of what’s working — and not working — on their support sites. Unfortunately, deducing actionable results from a blizzard of complaints can be, shall we say, a bit of a challenge.
Mirror, mirror on the wall, who has the best Website of all? To find out, we evaluated 23 Websites, stepped them through 1,200 types of content & features, and put them through their usability paces. Then we scored, ranked, and rated each one and put all the answers in this report.
Design & Architecture | IBM.com’s Support portal refresh puts more distance between it and competitors
For years IBM.com faced its own Kobayashi Maru — how to make it easy for customers to find support for its mammoth portfolio of products and services. To the amazement of pundits, customers, and casual users alike, IBM.com’s support site aced the test in 2010 – and achieved an online support ideal.
Symantec’s Norton Support site is, without a doubt, the feather in its online support cap. The site is clean, concise, and fall-off-a-log easy to use. It ain’t too hard on the eyes either, which makes it as much of a pleasure to use as a support site can be.
Given the competing designs, features and mountains of content on every site, that’s almost impossible to figure out. Until now.
Visitors that take no more than a passing glance at Cisco.com’s support page may not even notice the page’s new design. They’ll only see similar light colors with boxes full of links. But they would be wrong. This page redesign is a horse of a completely different color.
Tips & Traps | A year after the 3Com acquisition, HP.com’s networking support zone is a muddled mess
A year after HP’s 3Com acquisition, its networking customers (old and new) will still find HP’s Networking support experience akin to Alice entering Wonderland. They will wonder where they are. How they got there. And what they are supposed to do next.