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Extra info for 2006 Ten Best International Web Support Sites

Sample text

This T&L Workflow also includes a Terminology Management System which enables very rapid, consistent content localization. Content translation, using this T&L management system, can be done in the home country. Translations done locally increase customer satisfaction by providing consistency and reducing costs associated with translations. The translation savings can then be utilized to offer additional enhanced features to consumers. Content Framework The next step in delivering on the Translation and Localization Strategy was to create a content framework that could be leveraged globally.

Phase III – How Do I Stay Current In the final phase of the relationship, the customer seeks to: 1. Expand the capabilities of his/her system, and 2. Keep the system up-to-date. In this phase, customer contacts typically have to do with requests for drivers, downloads, updates, etc. This phase typically lasts three years or through the useful life of the system. Dell’s File Library or Download application is a core part of meeting the need to stay current. The Downloads application is the customer’s virtual “driver disk”, which provides a combination of the factory-installed driver list and also country specific driver updates.

Customers who are not comfortable with web support in Plain English are not forced into a Plain English experience. They can choose assisted support options like email or chat in their own language from the Customer Care site. Examples of these countries are Denmark, Sweden, Norway and Finland. dlc=da&lc=da &cc=dk All of these countries and languages can be easily accessed by going to http://h10025. com/ewfrf/wc/siteHome Lesson Learned: The countries/regions are offered a multi-tier localization strategy and the business teams can opt for either of the three degrees of localization.

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