Customer Support Professional Blog

Sometimes it’s very interesting to look back into the past. Comparing what was available that time with the state of the art we can make inferences about future techology direction.

Back in 2000 Joseph Yue from the University of Colorado at Boulder wrote the article The Use Of ICQ In Providing Real Time Reference Services which is actually about providing customer support to students via ICQ. As Joseph says ICQ was chosen as a support tool because academic libraries were often short of funding and ICQ was free and easy to use. The article also highlights the shortcomings of such solution and is definitely worth reviewing in 2007, seven years after its birth.