Online help two.zero

I’m Guy Stephens and this blog – Online help two.zero – is about my thoughts, insights and observations on how help and support is provided to customers. Help and support tends to be viewed as another silo within a company, a service used when something goes wrong, distinct from the overall customer retention/upgrade experience. I do not see this distinction. I see help and support as an integral part of the mix of tools that a company might use to retain its customers in a proactive and engaging way.

I am the Knowledge and Online Help Manager at The Carphone Warehouse, responsible for the provision of help and support information to both an internal audience (call centre, stores) and to customers. Key to this role is that I am passionate about creating an engaging help and support customer experience.

For my full profile on Linkedin: http://www.linkedin.com/in/guy1067

Twitter (work): @guyatcarphone

Twitter (personal): @guy1067

Carphone Warehouse Facebook help group: http://www.facebook.com/group.php?gid=57718481776

Carphone Warehouse help: http://www.carphonewarehouse.com/help

‘Online help two.zero’  is my personal blog. Everything on this blog is my personal opinion and does not necessarily represent the views of my employer or its clients.