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October 5, 2010  8:59 AM

Check out the Correct Support Call Closure Process



Posted by: Jaideep Khanduja
product support, project management, Software Project, software support, Support centre

Generally in a product support group the end user call is closed by a support executive. This sort of process misses out two important factors – the customer or end user and the quality group. A call closed by the support executive neither mostly gets it vetted by the end user...

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October 5, 2010  4:50 AM

Never Go For A Decentralized Support Centre



Posted by: Jaideep Khanduja
product resolution, product support, project management, Software Project, software support, Support centre

A geographically scattered user base requires a well equipped support or call resolution centre to cater to their problems. A well launched product will never give troubles will be a misnomer. Any level of users at any stage keep encountering issues, problems, doubts, and usage...

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June 2, 2010  11:00 AM

Optimizing Helpdesk Performance And Customer Satisfaction



Posted by: Jaideep Khanduja
helpdesk, project management, Software Project, software support

Managing and running helpdesk is not an easy task. Once the project is completed after software application has been implemented and sign off has been taken from the customer. a new journey starts in terms of product support. The users who start working on the product entering real...

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