A Web-based support tool means that it runs on the Web. That means that you automatically get all of the benefits of the Internet. Benefits like access to the software for your support staff from anywhere that they have a Web browser. And, access to self-help options for your customers. This access is immediate because installation of the software onto your server is quick-no downtime. Simple software upgrade installation onto your server eliminates the need to service each and every workstation that uses this solution. It's a powerful conclusion.
Ready or not, expect that your customers are becoming increasingly computer savvy and many will want the option to communicate electronically. This book takes an in-depth look into the whole Web-based technology wave, exploring the many functions, advantages and challenges of electronic support.
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