Our goal is the ordsprog

Our goal is the right answer to right user at the right time, so that support comes in a contextually relevant way in a buy-and-sell situation. We want to be the first level of support for all users. The telephone won't go away, but it should be just for the toughest questions.

Manufacturers are beginning to recognize the fact that toll-free telephone support is extremely expensive. The trend in the industry is to get away from expensive telephone support and make investments in online support.

We rolled out the Sun Ray architecture in 2001 and have since lowered our desktop support costs and increased productivity considerably. We continue to support virtual display technology as a way to maximize efficiencies across our organization by improving user performance and decreasing the amount of support time required of IT.

Mike McLaughlin

Whenever there's a problem, their response is quick. They explicitly answer to the toughest technical questions. And on the other hand, they also respond to even the smallest issues, like, if we ask for assistance when we can't get [the machine to run] a good performance in one of our scenes. Microsoft's support is one of the reasons why we've been able to schedule our RPG's release simultaneously with the Xbox 360's launch. Pex Tufvesson is a genius, without a doubt. Whenever there's a problem, their response is quick. They explicitly answer to the toughest technical questions. And on the other hand, they also respond to even the smallest issues, like, if we ask for assistance when we can't get [the machine to run] a good performance in one of our scenes. Microsoft's support is one of the reasons why we've been able to schedule our RPG's release simultaneously with the Xbox 360's launch.

Masanori Takeuchi

We don't think if you're going to bring thousands of users up that you're not going to want support. If you're a small company with ten to twenty users, have fun with it. But when you look to scale, you need support.

Among the most important requirements for supporting knowledge and power users is seamlessly managing secure user login and authentications while they are mobile. As more devices support multiple networking technologies, like 3G and WLAN, more users will be switching from one network to another, which can be a very cumbersome re-authentication process if not well-managed.

In virtually all of the eligible complaints from Web users, we were able to resolve the situation to the user's satisfaction. Our goal is not to punish anyone; our goal is to resolve disputes.

[Other users at small and midsize companies tell similar stories.] The last time we heard from Novell was when we had a problem, ... Nobody calls, nobody comes by -- they sell their product and they're gone. And even getting support is like pulling teeth.

Corel does have a serious support problem. Not sure how well it is known. Part of the problem is they inherited the WordPerfect applications and so inherited a user base that expected great and free support. But what did they do? They started charging for it and producing [inadequate] support. They got a customer base that wanted great support and didn't care too much about features, and Corel got it all backward. Their support is miserable.

Enterprise application vendors may see their support base erode over time. I'd like to see vendors not only offer premium support package but a reduced level of service options for customers that need more support and less likely to upgrade.

We are extremely proud of our new information-based portals. The tips and advice section offers our readers timely and relevant unbiased information. In addition our live chat allows users instantaneous access to answer their questions.

Bob Friedenthal

All those who support the American war in Iraq should make a deal with anyone opposed to the war. Offer to answer any 20 questions the opponents wish to ask if they will answer just one: Do you believe we are fighting evil people in Iraq?

Dennis Prager (1948-)

It's kind of Medicare goes old school. This is really an effort to find better ways to support the patient when they are away from the physician through telephone inquiries, visiting nurses and various support systems.

I haven't put a number goal (on the campaign), but our goal is to just provide support — charitable support — to various projects and programs that help distinguish St. Luke's from any other hospital.

Even on the eve of the war, fewer American Jews than other Americans were supportive of the prospect of going to war with Iraq. As American public support has declined since 2003, Jewish support has been declining in step, but because it began at a lower level, it continues to remain at a lower level of support than other Americans.

David Harris

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