Computer software giant McAfee has just announced that it plans to launch an online support community. McAfee Online Support.
It will enable McAfee customers to interact with other users to resolve issues, share best practices, and discuss emerging trends. And it has brought in a leader in social business software, Jive Software, to develop and host the new community space.
Barry McPherson, executive vice president of worldwide support and services at McAfee, said:
“Sharing information among peers is an increasing preference for our customers and an integral part of our social media strategy. The new support community will enable us to evolve beyond traditional phone and email based services and focus more on collaboration with our customers through discussions, blogs, wikis, user groups and community polling. The community will tie into our social media presence elsewhere on the Web where customer activity is increasing, and provide a hub with the tools to make conversations easier.”
The McAfee online support community will launch in the final months of 2009 and the company hope it will increase customer satisfaction and loyalty, retain and reuse knowledge and enable customers to share experiences that may help others. Furthermore, McAfee believes that its technicians, developers and product managers will be able to engage customers in new ways to enhance products and improve processes.
The new McAfee online community site will run on Jive’s Social Business Software platform (SBS).
As part of its listening and response system, McAfee is already monitoring top social sites Twitter and Facebook.
Headquartered in Santa Clara, California, US, McAfee is the world's largest dedicated security technology company. It states that it is committed to relentlessly tackling the world's toughest security challenges. McAfee’s strategy is to deliver proactive and proven solutions and services that help secure systems and networks around the world, allowing users to safely connect to the internet, browse and shop the Web more securely. And McAfee develops products that are designed to help home users, businesses, the public sector and service providers. It enables them to prove compliance with regulations, protect data, prevent disruptions, identify vulnerabilities, and continuously monitor and improve their security.
Guest Article by Neil Camp