E-support

Learn how the eSupport system at Cisco works and can help an organization save money

• Learn how Cisco created its eSupport strategy from the team that implemented it
• Learn how your company can save through eSupport
• Understand the internetworking issues crucial to implementing an eSupport system
• Gain advice on how to keep your eSupport system current

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 from 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. eSupport: How Cisco Systems Saves Millions While Improving Customer Support offers what Cisco has learned on its way to making a successful eSupport system, showing what eSupport is and how it can help a business; how to develop and implement an eSupport strategy; and finally providing advice on how to evolve an 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.

• Introduction.
• 1. Visual Tour of Cisco's TAC Web Site
• 2. Assessing, Planning, Building, and Managing the TAC Web.
• 3. TAC Workflow and the TAC Case Open Tool.
• 4. TAC Web Mission, Vision, and Lessons Learned.
• 5. Site Architecture.
• 6. TAC Web Marketing.
• 7. Metrics.
• 8. Competitive Analysis.
• 9. Content Matched to Customer Needs.
• 10. User Interface Design.
• 11. User Communities.
• 12. TAC Web SMEs.
• 13. TAC Web Tools.
• 14. TAC Web Technical Writers.