I have spent over 10 years working with web support, and it is time I try and share some of my knowledge and hopefully learn from others. I have been fortunate to work with several knowledge management and content management systems — perhaps the most with Kana’s IQ product, but also with other commercial and open source products.
I have been involved with many integrations to CRM systems and other tools. I have also used my share of analytics tools including WebTrends, Omniture, and NetTracker. I have worked with search engines and development tools, such as Oracle databases, ColdFusion for middleware, and Flash for speciality applications.
Of course we cannot forget our people. I have managed a development team, which included some outsourced folks in India, and I have managed different content development and content management teams too. Most recently, I have a team that works with subject matter experts to develop Flash-based support animations, and we are extending to video shorts (we should have our first by months end).