E-support: How Cisco Systems Saves Millions While Improving Customer Support
- ISBN-10
- 158720052X
- ISBN-13
- 9781587200526
- Category
- Computer technical support
- Language
- English
- Published
- 2003
- Authors
- Andrew Connan, Vincent Russell
Description
The eSupport system at Cisco Systems® offers a web-based self-service approach to providing answers and tips for customers. It benefits the customer by saving them time form not waiting on hold for phone-based technical support, and it helps support organizations scale to handle more customers per support resource. Each year eSupport at Cisco helps 500,000 customers, and that reduces Cisco's costs by millions of dollars annually. eSupport offers the learned wisdom Cisco has gained on its way to making a successful eSupport system. Readers will learn what eSupport is and how it can help their business; they will be shown how to develop their eSupport strategy; they will learn how to implement their eSupport strategy; and finally they will receive advice on how to evolve their eSupport strategy. The knowledge and benefits gained from this book come from interviews with the Cisco Systems personnel who helped conceive, plan, and implement Cisco's eSupport strategy. These interviews provide an unparalleled view into the process by which Cisco developed its eSupport system.
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