User Support

Definition

User support is the activity consisting of the cohesive collection of all tasks that are primarily performed by the support organization(s) to support the user organization(s) of one or more related applications.

Goals

The typical goals of user support are to:

• Support internal users.
• Support external users.

Objectives

The typical objectives of user support are to:

• Provide user account support (e.g., reset passwords).
• Provide user technical support (e.g., answer user questions).
• Register user complaints and comments.

Examples

• TBD.

Preconditions

User support typically may begin when the following conditions hold:

• The contact center is created and usable.
• The application(s) have been delivered and are in service.
• The usage phase has started.
• The user support team is:
  • Initially staffed.
  • Adequately trained in program management.

Completion Criteria

User support is typically complete when the following conditions hold:

• The application(s) are retired from service.

Tasks

User support typically involves the following teams performing the following training tasks in an iterative, incremental, parallel, and time-boxed manner:

• User Support Team, which performs:
  • Account Support
  • Complaint Resolution
  • Technical Support
  • User Support Materials Production
  • User Support Planning

Environments

User support is typically performed using the following environment(s) and associated tools:

• Contact Center Environment:
  • Customer Relationship Management (CRM) software
  • Modems
  • Phone answering software
  • Fax answering software
  • Email answering software

Work Products

User support typically results in the production of the following work products:

• Support Plan
• Job Aids
• Users Manual
• User Support Reference Materials
• Contact Report

Phases

User support tasks are typically performed during the following phases:

Guidelines

• TBD