Making the Cut - company Web sites - Company Business and Marketing

Home Office Computing, Feb, 2001

Cognos (support.cognos.com) Instructor-led Web forums, searchable knowledge base, and Cognos Watch, a push-based information filter for custom content

CyberSource (www.cybersource.com) Includes an interactive tutorial; online merchant reports; an Integration Dashboard to assist merchants with setting up merchant accounts with a bank, bank testing, and information verification, and installing the CyberSource API

Dell (www.support.dell.com) Customized and personalized support information, natural-language searchable knowledge base, and online order-status updates

Hewlett-Packard (www.ITresourcecenter.hp.com) Personalized support services via the My IT Resource Center, technical knowledge base, and Web-based Call Me Now click-to-talk support functionality

InstallShield (support.installshield.com) Extensive, searchable knowledge base; various online troubleshooting contact options that correspond to the type of technical problem encountered; and frequent, comprehensive product updates

Iomega (www.iomega.com/support) Redesigned support page with simple navigation; product-specific support pages; new search engine called Find It

O'Reilly (www.software.oreilly.com) Redesigned Layout to speed navigation; comprehensive knowledge base; and online support forums

Sybase (my.sybase.com) Customizable support experience, an integrated content and transaction-based experience, and personalized e-mail notification

Symantec (www.symantec.com/techsupp) Personalized support via the MySupport feature, troubleshooter feature with direct access to an automatic updating service (LiveUpdate), and interactive chat and discussion groups

Wind2 (support.wind2.com) Self-support feature that logs support activity, an online forum, and downloadable product updates