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"The 10 Rules of eSupport"
by Ratan Tiperneni - Director of Product Management, Support.com
Because eSupport is an emerging category, definitions of what makes up a complete solution vary widely. However, there are a number of critical requirements that make up a comprehensive eSupport infrastructure. These should be treated as checklist requirements when evaluating a potential eSupport product, service, or vendor. These "10 Rules" of eSupport are broken down into three categories: automated development of support solutions, automated support delivery, and complete support infrastructure.
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