The Associsation of Support Professionals recently produced a report on customer support blogs
The Executive Summary goes something like this:
A tidal wave of blogsâ€”including hundreds that comment on technology topicsâ€”has swept across the Internet landscape. So far, most technology blogs have focused on product development and marketing issues: upcoming releases, how-to tips, security, company news, and the like. Classic support questionsâ€””How do I reformat the standard monthly report?”â€”get relatively coverage and tend to end up on bulletin boards and forums.
But there are signs that support-related blogs are catching on as more companies address the market opportunities in post-sale services. Clearly, blogs are an ideal medium for generating a real conversation between users and a friendly company voice, and the quality of that conversation should ultimately play an important role in building customer loyalty and retention. To explore how blogs can work in a support environment, the ASP interviewed several bloggers about best practices, their preferred editorial “voice,” customer feedback, promotion, and other key topics.
The report itself looked at three support bogs by Gabe Anderson, Director of Customer Support,at Articulate, a developer of e-learning tools; Jeff Von Ward, senior manager of enterprise support at Macromedia (which just merged with Adobe) and your’s truly!