With these studies you can identify trouble spots in the site and use them as a road map for future improvements. The valuable associations that can be drawn offer a wealth of knowledge that simple user meetings and focus groups can't provide. Using an XML open standard to communicate assistance requests has an upside beyond reporting. However, the real value of adhering to a standard is the ability to communicate with other customer support systems. As more and more companies realize the wealth of information that can be gleaned from support requests, it won't be uncommon for organizations to have different systems on which to process each type of support channel.
Many companies struggle to process and respond to email, telephone, and online help requests.
A standard format lets each system communicate in a common language, instead of using the unfortunate, yet typical array of proprietary formats. ALURe still isn't a formal specification at this point. However, eHelp's forward thinking in its commitment to developing standards is definitely a plus in my book. Conclusion Let's face it, online help may be the preferred support method for many, but sometimes you need another option. Labeled by eHelp as a reactive technology, live human support is necessary for even the most robust and comprehensive online help system.