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Red_CurlyC035.gif (995 bytes) Using the internet to provide tech support to your customers

Another great example of customer support over the internet is actually right here, at JavaScript Kit. Most people who have visited their Help Forum, including myself, should agree that it's one of the best places on the net to get live help on JavaScript programming. Their moderators- in particular, John Krutsch- have made us all finally feel like we're not talking to ourselves when posting a message in a message forum. Talk to most successful webmasters, and they'll tell you the key to bringing people back to a site is to build a community around it. I believe JavaScript Kit has successfully done that, thanks to a great forum, and the people in it.

Finally, let me show you one last- and great- example of a company that has successfully harnessed the power of the internet to provide tech support and added value at the same time to their products. The company is FutureQuest, and like the above example, they use a message forum to accomplish the task. FutureQuest is a relatively small web hosting company that is, literally, thanks to it's unbelievable tech support through their message forum, growing in client-orders like no other company of it's kind. You can talk to any one of their customers, and you'll hear nothing but praises, especially of their message forum. FutureQuest have successfully built up a "technical service center" using their forum, where not only it's tech support people can help out it's customers, but where other customers can also interact with one other to create a virtual community. Because of this, it's customers are more likely to recommend their services to others, and obviously, this has positively impacted their business in a very significant way.

After reading through these examples, it should be clear to you that, in order to make the internet work for your business, you need to do a lot more than merely put up your company's web site on the internet. Take advantage of what made the net successful in the first place- the ability to communicate and reach people from all over the world painlessly and instantly. Only then will you feel the power of the internet working for your company.

This article was written and submitted to JavaScript Kit by Adam Brown, a professional web designer. When Adam's not creating web sites for his clients, he likes to walk his dog or surf (not the net!).

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