Online Support on the Global Stage

So how does a global organization approach the delivery of online customer support content for a global audience? The fundamental answer is for organizations to think beyond solely creating support content for the domestic market and think global. Too often, organizations launch their online support environment without first fully understanding their ‘global’ strategic goals and without planning for global expansion, both from an infrastructure and support content development perspective. Too much time and effort is absorbed planning and designing online support services for the home market, for example, without first considering the implications of expanding those sites globally.

A Global Information Management strategy overcomes this hurdle. Global Information Management is a combination of strategic planning and support, people and processes, and technology which supports all aspects of a global business such as:

• Global brand management

• Customer service and customer relationship initiatives

• Corporate strategy

• Global interactive marketing through ‘one-brand’ initiatives.

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