Q&A: Scanner Service And Support

Experts advise VARs on how to distinguish their scanner service and support offering from the competition.

What is the most significant current trend in service and support that you think VARs should know about?

Vu Tran, senior manager of support and service, Visioneer: A few years ago, there was a huge movement to outsource support overseas. That trend has since started to reverse itself as businesses have realized that, in many cases, domestic support has become a deciding factor between brands. The outsourcing phenomenon also sparked another trend in terms of expanded Web support. Because of frustrations with communicating with outsourced phone support, customers have become more resourceful, using alternative methods to find help, such as forums, knowledge bases, communities, and search engines to find answers on their own.