Circa 2010, noHold had the privilege to get an exclusive interview about noHold Connect (formerly known as Confederated Knowledge) with Cisco's VP of Worldwide Customer Advocacy, D. Jay Pederson. Here is a snippet from the interview.
"How do your customers feel about your support initiatives?
According to our online survey, more customers perceive our online support initiatives very positively and are satisfied with the support options available to them online.
Where do you see the industry heading, both in general, and specifically as it relates to support?
Several industry indicators lead us to believe that there are more collaborative support efforts among key industry players, in areas such as inter-operability where support boundaries begin to blur. Also more companies have support presence in new social media channels such as Twitter, and Facebook, which are out of those companies’ domain. Social media dictates a new engagement model with customers and has a significant impact on brand image and equity."
To read the full document, please click here.
Fast forward to today, I'm curious to see how these answers might have changed? Where do YOU see the industry heading, both in general, and specifically as it relates to support?