TI’s Web 2.0 success story

In 2004 a company called Texas Instruments (TI) came across a problem in its customer service that was serving customer bases. TI’s engineers usually buy a number of products of technical use like digital signal processors. Under such circumstances TI was looking for methods to answer its customers without keeping them on hold with their call center representatives.

At the same time most of the observers at the tech industry noticed that the technology could also be made use of to build customer commodities so that they can document all of their common problems. So with the emergence of community based application Texas Industry decided to build their E2E which practically is abbreviated for engineers to engineers.

It is an external facing community since its launch in 2008, and it interacts with engineering customers. TI has also managed to work out one of the most important part related to its customer service so that TI can in fact share best practice. This may also aid in solving some of the common technical challenges as it gives way to public sharing knowledge, as marked by Devashish Saxena of TI.

Engineers can also exchange messages with its staff related to any technical issues. On being clarified with the queries the comments may soon appear on the E2E web site. You may also be able to see the results on the Google. So, if any of the engineers type ay product name on the Google all of the E2E forums may show up the search result pages. So, E2E has in fact managed to change the nature of customer support department. Engineers may also access for their bigger issues. So they may call customer service only for more specific queries. So according to Oliver young, who is a senior Forrester analyst, a number of apps like Telligents are more popular due to their IT forums that are external facing as most of these can be used for external communities.