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Parker Dorris

Technical Support Primer

Parker Dorris
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eafpres1
eafpres1
7/16/2013 9:14:20 PM
User Rank
Blogger
The community part of online support
@Parker--you paint a pretty good picture of how things look on the vendor side for their support mechanisms.  What is interesting to me is in things like SW application support (vs. hardware) there are also a lot of forums, some sponsored by the SW vendors (like, Microsoft) and some on their own.  My experience has been that most of the good online answers come from super experts in the forum that are outside the SW vendor yet choose to participate and share their expertise.  Many of these folks have businesses invovled in consulting on the various SW tools, to developing "applications" (i.e., if you create a solution in MS Excel to do a certain work function, I'll call that an application even though it isn't the same as, say, an App for a smart phone).  They, I think, view offering good advice and expert knowledge in forums to be part of marketing.

For me, pretty much everything I want to do in off the shelf tools (like Word, PowerPoint, Excel, etc.) has been done and written up somewhere online, and the vase majority of information I end up using is freely offered by community members who are not directly linked to the SW maker.

Do you find this happening in HW as well, or are the communities too small to support this free 3rd party expertise from being the dominant solutoin?

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B_Albing
B_Albing
7/15/2013 12:15:12 AM
User Rank
Editor
Info that's applicable in multiple areas
Parker - good stuff - this makes sense  in most engineering disciplines, not just for writing code for embedded systems (tho' I bet you knew that).

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DaeJ
DaeJ
7/13/2013 3:56:03 PM
User Rank
Master
Tech support - IT
Once issue is occurred, ticket number is released. Based on issue, support engineer will be assigned. Internet web site will be one of main tools for this process. Plus, data center make sure to keep customer information from unauthorized person. I guess that a successful business for tech support will be relying on IT and support engineer.

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