Cottage industry for Windows 98
PC makers quietly begin bringing online help to their users' desktops through SystemSoft's SystemWizard and other programs.
Although Microsoft is reporting that calls to its tech support number have decreased by at least one-third compared to the period that followed the launch of Windows 95, PC makers are clearly picking up some of that slack. Companies like Dell Computer, Compaq Computer, and IBM have expanded their online support in the wake of widely reported Windows 98 upgrade problems.
Other PC makers are taking a different approach to bolstering their online support. Packard Bell NEC, Toshiba, and Hewlett-Packard have quietly begun bringing online help to their users' desktops through a product called SystemWizard from established vendor SystemSoft.
Separately, Gateway has launched HelpSpot, an interactive Web-based guide for PC users.
Gateway's HelpSpot uses CyberMedia's FirstAid application to troubleshoot and solve PC problems. Offering an HTML interface, users can surf HelpSpot much as they do the Web. "It's envisioned as place to go receive computer help and assistance of any kind," said John Love, program director for HelpSpot.