Redesigning the customer support process for the electronic economy: insights from Storage...

Storage Dimensions' on-line customer support system has enabled the company to accommodate its growing consumer base and increasing product lines. The company's customer support system called the TechConnect features a dynamic feedback mechanism that stores and creates information gathered from customer-technical staff interaction and a Bubble-Up solution technology that allows it to learn via customer interaction. The TechConnect can be accessed by customers through e-mail or the Internet.

Effective Customer Support in the Electronic Economy

Effective customer support and