| Sumario: | Traditional help files are passé, failing to serve customer needs and lagging behind the shift toward Web 2.0 interaction. Help 2.0 moves beyond repurposed static documents to integrate current strategies and capabilities for a more complete, engaging and satisfying customer experience. The approach features the interaction of an online support community with collaboration and feedback opportunities. Support sites based on the 2.0 model can provide membership access, user generated content, incentives for contributing and personalization options. They can also contribute to search engine optimization. Content analytics reveal member, group and site metrics--business critical data that can drive sales and revenue. Help 2.0 provides information for current and prospective customers, building a community, enhancing satisfaction and proving the effectiveness of exceptional support.
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