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Times have changed since the computer first started. Back in the 80's and early 90's support was accomplished through telephone calls. In the mid to late 90's email started playing a key role because it allowed a more intimate relationship and allowed for more information to be passed through file attachments. I got involved in support around this time. Fast forward to the present day and the avenue of choice is text chatting and online chats with Skype and tools like it. Tools like Facebook and Twitter and other related sites have made support more personal. Support organizations have to have more active roles on the chat websites like Facebook and Twitter to listen for bad noise that could negatively effect the organization as a whole. Customers rarely comment on a good resolution to a problem but when the solution is wrong then the boards just light up and start everyone forwarding the bad news everyone. Along with support answers the information provided had to be valid and researched. We have to use our tools but it should be a two-way street. Create rooms on the support sites to keep sensitive information private. We should use out customers as a resource for answers to problems. Query the customer base about solutions that work and post the information online. There are many forums online to post this. The information can be tested and reported back as a standard solution for all representatives of the support team to use so they appear as one not many.

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