Technical Support on the Web

Czegel takes you through the entire process of planning, staffing, designing, building, marketing, and managing your support site. She includes templates and examples that you'll be able to follow when developing your site. You'll also discover a comprehensive troubleshooting guide that will help you recognize and avoid problems and ultimate disaster in the site-creation process. And you'll find real-world case studies that identify the challenges you'll face when building your site and uncover lessons learned from other companies.

Focused on the needs of today's e-business decision-makers, this book covers:

• The advantages and disadvantages of
  moving to a Web-based support site
  
• The most important goals to consider
  for your site
  
• The features that make an effective
  support site
  
• The best way to set up and manage an
  implementation plan
  
• The key steps for evaluating performance and improving the site

Dedication

Acknowledgments

Author bio

Part I: The Concept of Support on the Web

Chapter 1: Is Web-Based Support Worth While?

Part II: Initiating Web-based Support

Chapter 2: A Map for Site Creation and Management

Chapter 3: Establishing Scope

Chapter 4: Staff Selection

Part III: Design Considerations

Chapter 5: Functions, Tools, and Implementations

Chapter 6: Designing the Site

Part IV: Implementation and Management

Chapter 7: Processes and Implementation

Chapter 8: Marketing

Chapter 9: Site Management

Chapter 10: Problem Prevention and Trouble Shooting

Part V: Examples

Chapter 11: A Support Site That Provides Unattended Operations Knowledge

Chapter 12: Simplicity In Boxes

Chapter 13: Support Site for a Business Software Manufacture

Chapter 14: Revisiting The Education Plus Example

Chapter I5: Revisiting The Trace Software Example