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WHITEPAPERS
White Papers and Research

IBn research and white papers are available to anyone interested in learning more about knowledge-based support, Web self-service, natural language processing, and other subjects of value to support organizations.

Enlightened eService:

The Key to Successfully Balancing Customer Growth and Lowering Operating Costs...

Industry analyst firm, Aberdeen Group, published this white paper in 2002 and features, Broad Daylight (now iBN ) customer, Quantum Corp.'s eService offering. Products and solutions become more complex each day. Customers struggle to keep up and strive to understand how to more quickly gain utility from their purchases. This assertion is especially true for more complex high-technology products where multiple configurations create situation-specific constraints that challenge both vendors and end-users. Today, few buyers attempting to master a new product appear to have either the time or the inclination to read and understand complicated product manuals.

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