Marketing and Methods

Jay has posted an interesting question.

My question has been how best to apply a web and/or e-mail based tech support model to small, irregular customers, smaller businesses or even home computer users. That wouldn't be the only element of the service, but I'd want it to be a major one.

As someone who might ever need support, how would you feel about being able to e-mail (or enter on a web form) questions or requests for help with problems to a locally based support person/service and get relatively timely answers, steps to try, a call, or arrangements to come in person?

There is much more to it, so go read it on his blog and leave a response. He also posted it to Ask Jotzel, if you would prefer to comment there.

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