systemax corporation

 
 
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managing user support  
 
 
 


Our philosophy is that if the targeted user has difficulty knowing what to do, then it is time to re-design. We think that time spent with the user interface is better spent than developing extensive manuals that are usually never read.

However, users still need help.

Each of our applications have an area called ‘System Maintenance’. When the user need help with the application. They can go to this section. It basically has three areas:

  1. Help with an issue specific to their area of work.
  2. Report a bug.
  3. Suggest an enhancement.

By taking the user support inside the application, we can better serve the users. Also, we get timely and better information about the use of the application so that we can improve the process. This process also saves time and tracks history of issues.