Determining the effectiveness of Micro Star International's online support forum

Abstract

This study examined the effectiveness of Micro Star International’s online support forum for VIA chipset based Socket A Motherboards as a training tool. The researcher surveyed customers who used the online forum as a form of technical support. Online questionnaire user’s perceptions of MSI online support forum. The researcher will then collected data from the survey and formatted the data into a chart to identify trends. The chart showed statistical data reflecting how and why end users used the online forum. This study explains how this forum is used as a low cost substitute to traditional technical support training methods. Further, this study also makes a connection between the online forum and the end users dissatisfaction. The analysis of the data shows that the forum is not the choice end user solution and often does not provide the knowledge or structure necessary to solve end users support issues.