Cataloger-Relevant Cherry-Pickin’s From eTail Conference

8. Relieve Tech Support Reps With Customer-Provided Solutions
Dell has discovered that its customers like to get solutions for their product issues from other customers via Dell’s own customer bulletin boards. They prefer when other customers offer advice to being put on hold by Dell tech support reps and like the idea of getting their issues resolved right away. —Sean McDonald, director, global online, Dell