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December 13 2010 Posted by: Mark Fidelman in: Enterprise 2.0

Game Changing Customer Support Communities (Presentation)

The following was the Presentation I gave at the Gilbane Conference in Boston


Self-Service support communities are beginning to replace the help desk for internal and external customer support.    In fact, these communities are simultaneously reducing costs (less support calls) and increasing revenue (SEO lead generation).   Follow along as I explore the history of documentation through its evolution to today’s game changing online Customer Support communities.  I also offer a glimpse of the future and where the space is headed. 


BTW: The cover slide is a reference to HAL the computer in 2001 A Space Odyssey. The movie opened the same way my presentation does…

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