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More and more technology and non-technology based companies are moving their sales and product support sites to the Web in order to stay competitive. This book guides the reader through the process of designing and maintaining a Web-based support site. It details the advantages and disadvantages of an e-support site, the tools and technology available, and the attributes that make a site effective. Four case studies are also presented that show how real companies made the move to the Web for their support. Each case study includes an analysis of the site, identifies the challenges the organization faced, and explains the lessons that can be learned.