The premise sounds simple: Listen to users intently, gather their best thinking, and change your web support experience accordingly.
Often, it’s much easier said than done. Over the past year, we’ve done more intensive analysis of online feedback through more than 20 events with customers and partners – advisory boards, forums, usability sessions, and more. We turned many of their recommendations into action items, went to work – and began seeing results earlier than expected.
It seems we’re on the right track. In addition to your encouraging feedback, we’re gratified that this month we’ve been recognized by industry peers through two awards –
- “Best Online Support” award from the Technology Industry Services Association (TSIA) for the third straight year (and our eighth overall).
- “Ten Best Web Support Sites” award from the Association of Support Professionals” (ASP) for the eighth time.
- “Hall of Fame” (multi-award) induction with each association.
It’s clear that as networks change dynamically, support becomes more business-critical. You rightfully expect Cisco online support to be a faster track to solutions and to help you enhance network performance over the long term. Sure, we could launch changes based on our internal thinking and trust they will hit mark. But we’ve learned that closer user consultation is time well spent. Tapping into the wisdom of those who actually use our site is vital to common success; we are striving to do it early and often.
In that sense, any award is an award shared with you.