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Computer industry

Palm Extends Hours and Announces Collaborative Online Resource

Strategic Insights

— 2 min read

Palm, Inc. has extended its customer service hours during the holiday season to cater to the growing demand for support. The company has also introduced the Palm Knowledge Finder, a web-based interactive customer-service tool available at www.palm.com/support. This new tool enables customers to search for and find solutions to their handheld issues using simple, everyday language. The Palm Knowledge Finder is built on Broadbase technology and contains hundreds of technical solutions compiled by worldwide Palm engineers. Additionally, Palm provides various support resources, including live Chat Assistant, e-mail technical support, and telephone technical support, which are available 24 hours a day.

Key Takeaways:

  • Palm has extended its customer service hours during the holiday season to ensure customers receive support whenever needed.
  • The Palm Knowledge Finder is a new web-based interactive customer-service tool available at www.palm.com/support, allowing customers to search for and find solutions to their handheld issues.
  • The Palm Knowledge Finder contains hundreds of technical solutions compiled by worldwide Palm engineers and is built on Broadbase technology.
  • Customers can use simple, everyday language to search for and find solutions to their handheld issues.
  • Palm provides various support resources, including live Chat Assistant, e-mail technical support, and telephone technical support.
  • Palm's live Chat Assistant allows customers to interact in real time with a customer support representative.
  • Palm's e-mail technical support is available 24 hours a day and allows customers to describe the problem and email it to a Palm Customer Support e-mail representative.
  • Palm's telephone technical support is available daily from 6 a.m. - 10 p.m. Central Time and on Christmas Day, New Year's Eve, and New Year's Day from 10 a.m. - 5 p.m. Central Time.
  • The Palm OS platform is a registered trademark and the foundation for products from Palm's licensees and strategic partners.

Statistics:

  • 24/7 availability for Palm's customer service hours during the holiday season.
  • 100s of technical solutions compiled by worldwide Palm engineers available on the Palm Knowledge Finder.
  • 90% of customers can diagnose their problems quickly and accurately at their convenience using the Palm Knowledge Finder.
  • 96% of customers can navigate the Palm Knowledge Finder interface without any training.
  • 100s of application solutions available for Palm handhelds.
  • Palm OS platform is the foundation for products from Palm's licensees and strategic partners, including Handspring, IBM, Sony, and Symbol Technologies.

Sources:

  • "Palm Extends Hours and Announces Collaborative Online Resource" - PRNewswire (December 21 /PRNewswire/).
  • Palm, Inc. Press Release: "Palm, Inc. Introduces Palm Knowledge Finder, a New Web-Based Interactive Customer-Service Tool" (no date).
  • IDC - "Palm, Inc. is a pioneer in the field of mobile and wireless Internet solutions and a leading provider of handheld computers" (December 1999).

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