Matching Technical Support Infrastructure to Business Size and Customer Needs
The size and organizational structure of your technical support infrastructure is determined by the size and structure of your particular organization. You can't offer your customers reliable, effective technical support unless you develop a technical support infrastructure that matches the types of customers you serve and the way those customers communicate with your business. The size of your technical support staff and its response capabilities also play important roles in shaping your technical support infrastructure.
For most small companies of 25 to 100 people, system administrators are the support staff—there is little justification for creating a separate support ...
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