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May 24 2011Posted by: Mark Fidelman

Why Microsoft is 3X Better than Apple for Customer Support

  The Apple versus Microsoft product debate has been a constant, four decade campaign. There are proponents on both sides. While recently Apple has emerged the trendier of the two, does having trendier products translate into superior customer support? In the last few months I have met with both the Apple and Microsoft teams in charge of web-based support. While both teams are talented, their approaches to web-based customer support are much ...
December 15 2010Posted by: Mark Fidelman

What You Need to Know About RightNow (A Guide for Decision Makers)

Can a company based out of Bozeman, Montana be plugged into the customer support needs of major corporations worldwide?  On the surface, the answer is a resounding YES.  But let’s look behind the help desk and take a closer look. RightNow Background RightNow (NASDAQ:RNOW)  is a cloud based Web Customer Service (WCS) platform that has been named by Gartner as a leader in their WCS magic quadrant.   Their mantra is to rid the world of bad customer ...
December 13 2010Posted by: Mark Fidelman

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 ...