Web-based self-support business system effectiveness

Abstract

Internet and World-Wide Web have transformed how we communicate and conduct business. Electronic support tools using the Internet have enhanced support providers' capabilities and at the same time enable users to become self-sufficient. Web-based support offers great opportunities for firms: (1) to reduce the cost of delivering support, (2) to improve the quality of support provided, and (3) to use technology as a key competitive differentiation in their support services. However, industry studies indicate that some firms are not satisfied with Web-based support systems, which in these cases has prevented Web-based systems from becoming the preferred medium for obtaining support. This paper is concerned with identifying the critical factors affecting the use of a Web-based self-support system at the Hewlett-Packard Company. Hewlett-Packard business customers have the ability to obtain a wide range of support services using HP's Web-based support system, the Electronic Support Center (ESC).