Web-based self-support business system effectiveness

Internet and World-Wide Web have transformed how we communicate and conduct business. Electronic support tools using the Internet have enhanced support providers´ capabilities and at the same time enable users to become self-sufficient. Web-based support offers great opportunities for firms: (1) to reduce the cost of delivering support, (2) to improve the quality of support provided, and (3) to use technology as a key competitive differentiation in their support services. However, industry studies indicate that some firms are not satisfied with Web-based support systems, which in these cases has prevented Web-based systems from becoming the preferred medium for obtaining support. This paper is concerned with identifying the critical factors affecting the use of a Web-based self-support system at the Hewlett-Packard Company. Hewlett-Packard business customers have the ability to obtain a wide range of support services using HP´s Web-based support system, the Electronic Support Center (ESC)