Web 2.0 Tech Support: Part 3
Continuing my previous Web 2.0 Tech Support case study, let’s look again at the example of MadCap Software’s Technical Support. It’s not only the outbound use of Web 2.0, the internal use of Web 2.0 within MadCap is prevalent and highly structured.
Of course MadCap has been able to use this capability as a force multiplier regarding support staffing. I started this discussion last year with my blog post Does Tech Support Count? Can Good Service Sell in the 21st Century?
One of my commenters stated:
…I just don’t get why companies think that offering crappy, expensive support is a business model that will sustain customer relationships. Saving a few pennies in support will cost big bucks down the road.
But there are exceptions. Companies like Spectrum Brands (Remington shavers), Newegg, MadCap, and Versatrans - just to name a few - have outstanding support and are truly support leaders in their respective industries.
On top of that, they make great products or follow through with assistance or replacements every single time. Those companies have a bright future.
Update: Sarah O’Keefe has an excellent white paper titled Friend or Foe? Web 2.0 in Technical Communication which has a lot of overlap with my initial Tech Support / Good Service article last year. My analysis was initially inspired by Sarah’s post and her white paper is an excellent resource. Great minds think alike, Sarah. 
Web 2.0 Technical Support Overview
One of my former business partners once told me that the key to any type of web commerce was giving people what they need within three clicks of their initial portal or entry point.
This kind of logical organized thinking simply reeks of competency…
Update: I just found out Thursday that MadCap Software has won the ASP Online Support awards.
Web 2.0 Tech Support: PHP-based Forums
First, PHP works quickly and is easy to search. There are ‘user forums’ out there which are awful to find information within their siloed content.
MadCap’s isn’t like that. The user community for MadCap is vocal, and I’ve said before, provides a rabid fan base for the products. These power users are the core around the community, and are global.
By giving the user a quick path to browse as a guest versus becoming involved, it eases the usability of the forums. It’s been my experience that the response level has been less than 24 hours for answers to be posted. And that’s on a weekend.
Additionally, the MadCap Tech Support staff lurk on those forums like tiger sharks around a school of bluefin tuna. If the MVPs can’t answer something well enough or fast enough there will inevitably be a request by one of the Tech Support staffers to examine the trouble closer.
By the way, the MadCap TS staff obviously enjoy including the users in the fun. Not many companies allow posting a well planned April Fools Day joke on a corporate website like this:
MadCap Ping Pong Released!
Madcap Software is proud to announce the Upcoming release of Madcap Ping Pong, With Madcap Ping Pong, your days of losing at Ping Pong are over.
The first product to provide help authors with instantaneous, controllable back spin.
This software will be the first product to have its own XML based Deflection Editor. Madcap Ping Pong skips right over the net other HATs get caught in.
Posted by Charles in Software, Technical Communication, Technical Support, Web 2.0 | Comment now »
As the film cuts away, we see the famous box holding the Ark being wheeled down the hall of a warehouse.
