VoIP & CRM Blog TMC

TECHtionary Flash Tutorials as a Customer Support Resource

August 8, 2005

I just saw an interesting writeup from Tom Cross,�TMCnet's Security and Emerging Technologies Columnist, about how his TECHtionary animations are used by companies as a resource for customer support.

I think these tutorials are a great educational resource and are one of the best uses of Flash that I am aware of. But the following quote from one of Tom's clients presents an application of TECHtionary that I wasn't really aware of previously:

"In regard to the enormous costs associated with customer support, it’s not the 1st call or even the 2nd call that causes support costs to skyrocket. It is the continuous changes in customer staff turnover, new-hires and increasingly non-English speaking employees that break-the-bank. Supporting all these types of customers rapidly evaporates profit. The TECHtionary Phoneset installation animations you have done on Cisco, ShoreTel, NEC, Polycomm and others save enormous amounts of time because support calls don’t come in one-at-a-time. We get large bursts of support calls forcing too many callers to end up in the queue with long wait times or leaving voice mail. The TECHtionary Phoneset animations provide a “pictionary” approach to many common support questions for customers who speak any language. This reduces the number and length of calls saving us thousands and gives us the ability to scale our business cost-effectively while maintaining even increasing customer satisfaction."

-- Comments from Mark Sharp, CEO, Vimenture -- A Master Agency for ICG, NGT, Qwest and others

You really have to see TECHtionary animations to get a sense of their value. Here are some great examples:

Animated Sales brochure�example:
http://www.techtionaryna.com/infomercial/module3.swf

Virtual Product tutorial�example:
http://www.techtionaryna.com/00/wifi-dualmode.swf

Animated User/installation manual example: http://www.techtionaryna.com/infomercial/module2.swf

Business process animation�-- many examples:
http://www.techtionaryna.com/it/index_in.html

More information about Tom Cross and TECHtionary are available at:

http://www.techtionary.com

AB -- 8/8/05





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Comments to TECHtionary Flash Tutorials as a Customer Support Resource

  1. RE: TECHtionary Flash Tutorials as a Customer Support Resource
    imran :
    November 4, 2005 1:04 PM

    hello…..

    can anyone help me enter data into mysql database
    from a flash form using coldfusion components ?

    i’m using web services and simply want to pass data from my flash form to my cfc while staying in flash…

    any actionscript (or coldfusion code ‘cfc’) that anyone could provide or even links to other ressources on this specific topic would be awesome…

    if someone could help me with this process i would be greatful…..

    thank you in advance…

    Imran Hashmi
    http://www.visionstudio.co.uk