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.

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