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	Convoq ASAP

Customer Support

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ASAP has made available an extensive number of resources to provide end users with support information, documentation and direct help. The online documentation is quite extensive and includes a browseable knowledgebase, a FAQ and a complete product documentation.Its customer support service is accessible at http://tinyurl.com/2cfvd where you can get open and free access to the following areas:1. Knowledge Base 2. Read the ASAP Documentation 3. Download ASAP 4. Give Us FeedbackCustomer Support can be contacted via a public Feedback Form or through a direct support email address: mailto:support@convoq.comCons: Several problems affect negatively the usability and ease of access to the overall online documentation and support information provided by Convoq.

Nonetheless, the quality and quantity of information is definitely above average, but the way it is organized and made accessible leaves quite a lot to be desired.

Help and documentation pages cannot be bookmarked.

Content areas are somehow ambiguosly labelled and organized.

The FAQ contains yet only a limited number of documents and the way it is presently organized does not allow easy finding of what one may be looking for.

The breadth and accessibility of support content leaves the user without answers to some fundamental requests. For example, by using the search functionality of ASAP I cannot find any relevant content relating to the ekywords: a) "security", b) "moderate".

Once in the ASAP Knowledgebase it is not possible to easily access the other sections of the ASAP support area, nor to go back to the home page or to any other area outside the knowledgebase itself.

Two help systems are being used side-by-side. One is the one powering the "Help" area and one is the one powering the "Knowledgebase". This is an unncecessary complication for the end user, and the ambiguity it creates in the ned user mind discourage and frustrate him from perusing more this support systems. Each one of the two support systems has a different interface though they look similar in many ways.

« Ease of Access | Main | Security »

Posted on April 16, 2004 at 08:34 AM

Updated on August 16, 2004 at 02:52 PM

Overview

Key Strengths

Weak Points

PowerPoint Presentation Facilities

Web Touring - Co-Browsing

Presence Awareness

Multi-Protocol IM

Text Chat

Audio Conferencing - VoIP