| This IDC study shows that a growing percentage of product purchase decisions
are made based on the quality, reliability, flexibility, and reputation of a
vendor's support organization. Therefore, the verbal languages in which a
vendor provides telephone and Web support are an important component of the
support offering.
This study provides a competitive analysis and overview of the languages for
which vendors provide telephone and electronic support. Profiled vendors
include BEA, HP, IBM, Lotus, Microsoft, Oracle, PeopleSoft, SAP, Siebel,
Sybase, and Veritas.
IDC expects that the number of languages in which vendors provide electronic
support and self-help tools will increase as vendors look to increase the
percentage of support cases that are logged electronically instead of through
traditional telephone support.
According to Christine Tenneson, program manager of IDC's Software and System
Support Services research, "As technical support services moves to the
forefront of IT and technology vendor strategies, strategic differentiation in
the support center will become more important to vendors. For global software
companies, the languages in which telephone and electronic support is provided
can be a key differentiator."
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