Novell revamps on-line Support Connection

Article Abstract:

Software developer Novell Inc of Provo, UT, has added new features to its on-line Support Connection technical support services. Among the added features is the ability to notify users of the availability of new technical information. Othew new features include the improved Technical Information Document format, new bubble up windows that explain each section, and an auditorial tour that explains the site's features.

Novell Inc.

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Cognos bolsters support services

Article Abstract:

Client/server application software developer Cognos Inc of Burlington, MA, has installed an interactive voice response system to improve the support offerings of its service center. Cognos said the new sustems will enable the company to close 60% of all support calls on first contact. The company also launched its new World Web Site which feature a Customer Support Knowledge Base, PowerFacts Online and Supportlink.

Cognos Inc. (Burlington, Massachusetts)

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Microsoft forges ahead for on-line support

Article Abstract:

Microsoft Corp enhances its support site, www.microsoft.com/support, through the employment of diagnostic tools, new channels for feedback and help Wizards. The move was spurred by the fact that 35,000 to 45,000 clients are accessing the company's support site daily compared with around 20,000 domestic support phone calls effected daily by Microsoft's support representatives.

Marketing procedures, Microsoft Corp.

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