Channeling Support: Implementing Web-based Technical Support
Recently, there have been numerous articles, white papers, webinars, and presentations advocating for IT support organizations to make the transition from phone-based support to web-based support models (i.e., chat).
Web-based support can be broadly defined by the following three characteristics:
1. Chat is the primary communication channel.
2. Support sessions are initiated via a support website or portal.
3. A remote control solution is used to diagnose and fix problems.