tracking user queries and solutions

Subject: tracking user queries and solutions
From: "Miller, Joanna" <Joanna -dot- Miller -at- Monster -dot- com>
To: "TECHWR-L" <techwr-l -at- lists -dot- techwr-l -dot- com>
Date: Wed, 23 Mar 2005 09:09:14 -0500

Manisha wrote that one of her innovations was:

Keeping track and analyzing the user queries and solutions provided by
Customer and Network support Engineers in order to help customers in better
manner and trying to reduce the overheads generated by constant online/visit
followups. This is done by preparing the exhaustive repository of the solutions.

My question, for Manisha and others who have done this:

Does your company have a database or other repository where the Customer and Network support engineers record these queries and solutions? If not, how did you facilitate the process for -- and persuade to use it -- these groups to store and/or share this information with you?


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