Posts Tagged ‘2.0’

Articles

How web 2.0 are you?

In Tech Support Tutorials,Uncategorized on February 9, 2012 by tecnologyantivirus Tagged: , , ,

Published by Leyre Velasco

A couple of years ago we explained how Technical Support had evolved and adapted to the web 2.0 trends. The term Web 2.0 is associated with web applications which facilitate interactive exchange of information, data sharing, and collaboration on the world wide web. It is thought to have been coined after a conference held by O´Reilly Media in 2004. The web 2.0 philosophy promotes web-based communities, hosted services, web applications, social-networking sites, video-sharing sites, wikis, blogs, not to mention social networks aimed at various sociological profiles.

Companies are more and more implementing community knowledge bases enabling users to solve product and customer service issues on their own. In Panda Security, we are particularly sensitive to this issue and have deviced additional means of Support such as forums, multimedia tutorials, blogs, etc. Check out the Homeusers Support website for proof! The Panda Security International Technical Support Forum for example, enables not only moderators, but users to directly help one another.

These new sources improve the quality of support as massive feedback is obtained directly from the users themselves. Community knowledge bases create smarter, more informed customers and users. Content can be authored by both internal and external resources providing a rich source of information relating to the company’s products and services. What´s more, collaboration is a key issue: It improves decision-making, and enables knowledge workers to meet mission objectives with the best information available. However, for an average user, technology in this regard may have already gone too far, and the user finds himself not really prepared to face the trend in technology, some users even questioning the validity of all these tools.

So, before web 3.0, the natural evolution of web 2.0, spreads, let´s test how web 2.0 you are!!  Simply fill in this quiz on social media and web 2.0 by Quizible and check how many of the 32 icons you recognize!!

Which form of interactive 2.0 means do you prefer? Blogs? Forums?Social networks?

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Articles

Tell the world you are looking for a job

In Security on March 11, 2010 by tecnologyantivirus Tagged: , , , ,

Edited by Blanca Carton, March 2010

There is no question that the Internet is increasingly present in staff selection processes, which is enough reason not to forget the Web when looking for a job.  The online community removes geographical barriers when it comes to job hunting.  For example, why not apply for job in London, Berlin or Dubai?

resume_la_piazza_panda_support2One of the advantages of this world 2.0 is the possibility to make your own brand and show others how good you are from your personal Web page, LinkedIn profile, Facebook, Twitter or your own blog.  Engage in conversation with other bloggers, comment, express your views, argue… Little by little you will make yourself known and become a point of reference for companies looking for someone that suits your profile. New technologies open the door for a whole new world of online opportunities.

Even though there is no magic formula, I do believe I can give you some tips for success:

  1. Rule number ONE is be honest about yourself.  More and more companies google the names of job candidates to see how they present themselves on the Internet. Don’t pretend to be someone you are not, be honest.
  2. Use different communication channels:   As I said before, a professional network like LinkedIn, a Facebook account and a Twitter account are more than enough to get yourself started. 
  3. Prepare a graphical resume or create a video resume showing your communication skills and post it on YouTube, Google Video, etc. Sites like these are becoming increasingly used by human resources departments in the United States for job candidate selection. Before posting a video resume, make sure you don’t give away any personal information. Use an email address created just for this purpose which can be easily canceled afterwards.  
  4. Take a video of yourself showing your language skills, or create a gallery with your latest works and add it to your resume.

It is up to you to make the most of the countless communication tools provided by the Internet.  Capturing recruiters’ attention can make the difference between entering a job selection process or not.

All you need is a computer, a Web browser and your imagination!

Articles

But, what is technology?

In Uncategorized on July 3, 2009 by tecnologyantivirus Tagged: , , , , , , , ,

Posted by david, July 3, 2009

Some weeks ago I had the pleasure of listening to a talk from Genis Roca, in which he explained how people’s perception of technology is ‘everything that has been invented after they were born’. The idea is that we don’t consider anything invented before we were born as technology, because it has always been there; it is something natural to us. While I share this perception of technology to a large extent, it is also true that in my case it applies only when I discover something new and even then for a short period of time (the ‘euphoric’ phase). Take, say, an Ipod; to my father this is technology, but to me it is just a device for listening to music, just as a discman was 20 years ago. Sure, I can also surf the net, watch movies… but in the end it is still a device designed for listening to music.

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Are social networks and Web 2.0 technology? The way I see it, they are just channels through which I can interact with people and share information or just talk. Of course I can also share photos, play, post videos, tag friends,… but once again, in the end they are applications for communicating, just as in the 90s we had IRC, and in ten years’ time we will have… whatever.

So what essential differences are there between showing my friends photos in a traditional photo album or posting them on Facebook? Basically three: the immediateness, the duration and the feedback. I could be in London, take a photo, publish it on Facebook and in less than five minutes my friend Ted, who lives in the backend of nowhere in Australia, could be telling me what he thinks of the photo. If I keep my photos published for three of four years, then Ted can always see my photos of London again, without having to come to Spain to see my album.

If we apply all this to tech support, it drives us to look for a way of offering immediate support, which lasts and also provides real, sincere feedback. If customer ‘A’ has a problem, she can contact us and we can offer a specific solution to the specific problem. If customer ‘B’ has the same problem, he can send us an email and we can offer the same solution that we gave to customer ‘A’. If, two years down the line, customer ‘A’ has the same problem again, she can contact us and we can send the same solution that we did two years previously. So now, you will have realized, we have sent the same solution three times. It would seem then that we have a problem. We are providing immediate and effective solutions but they don’t last and they don’t always provide feedback. It’s as if my friend Ted wanted to see my photos of London and each time had to get in a plane and come from Australia to Spain to tell me personally that he likes them. Now I quite like seeing old friends, but this really doesn’t make much sense, does it?

This is why some time ago we started to move towards Support 2.0: from person-to-person, reusable, taking advantage of forums, Facebook, Twitter, blogs,… yet today I want to talk to you specifically about our new Tech Support forum.

Let’s put the previous situation in the context of the 2.0 environment. Customer ‘A’ has a problem and decides to go to the Panda Security Tech Support Forum to find a solution to her problem. She looks in several sub-forums but doesn’t find a solution, so she decides to contact us. Somebody who works at Panda Security offers a solution to the problem, customer ‘A’ applies the solution and immediately, through the solution we have provided, confirms that we have resolved the problem.

Panda Tech Support Forum

Panda Tech Support Forum

Some days later customer ‘B’ has the same problem, he goes to our forums and in one of the sub-forums he finds the solution that we gave to customer ‘A’. But that’s not all. He also sees that the solution has been satisfactory for customer ‘A’. This is very positive for customer ‘B’, he knows that the solution is good, applies it on his computer and goes back to the forum to give his feedback and offer suggestions on how the solution might be improved even. Some time later customer ‘A’ has the same problem again. What will she do? Look at my photos on Facebook or get a return plane ticket from Sydney to Bilbao? But it doesn’t end there, as anyone could run a simple Google search to find the post with the solution to the problem. The end result? We have immediate solutions, which last over time and we get feedback from the most important agents in the process: our clients.

Articles

Panda Technical Support: Building a customer-centric 2.0 community

In Uncategorized on June 12, 2009 by tecnologyantivirus Tagged: , , ,

pan-0421Hello, my name is Ana Etxebarria and I am the Global Director of Services and Technical Support for Panda Security. It´s a real pleasure to meet you all!

At Panda Support we work to continuously improve the relationship with our clients, as we are fully aware of how important it is to make our clients satisfied and keep them that way. That’s why we always try to be there whenever clients need us, ready to help them from the first moment.

The question is, how? How can we get where others can’t? Hear what others can’t hear? See what others can’t see?… Besides continuing to work in the traditional way to offer support, and always in line with the idea of staying close to clients, we have entered the Web 2.0 world over the last few months. To be honest with you, we are actually enjoying it, and I think it shows.

We help clients and answer all queries through different means: Our own forums, third-party forums, Twitter or Facebook. We do this in several languages and from different countries, always adjusting and adapting to our users’ perceptions and situation.

If you consider the 2.0 trend data presented by Nielsen/NetRatings, you’ll see that users of 2.0 websites are more active than typical or prototypical users, as they perform 63.8 searches every month instead of the 44.7 searches performed by the average user. Also, users of 2.0 websites already amount to 20% of all Internet users (U.S. user data).

Personally, I am absolutely convinced that the service improves automatically as more people use it, and for me this is the best definition of the 2.0 concept! I’d like to encourage you to collaborate with us to improve our product support. Thank you!