To help address that problem, a feature to be released this year will let companies offer their users different support levels, including a standard access level that's limited to certain areas of the knowledge base and a premium support level that gives users access to more information. But Ward warns that the company's technology doesn't give it a sustainable competitive advantage. Outside experts can also contribute. The company's Broad Mind offers a Web interface for customer questions. It doesn't allow outside experts to contribute.
Customers can buy the software or use it as a hosted service.
It supports chat sessions and online surveys to capture customer statistics. It's available as software or as a hosted service. Johnson is a Computerworld contributing writer in Seattle. Computerworld Inc. All rights reserved. Reproduction in whole or in part in any form or medium without express written permission of Computerworld Inc. is prohibited.