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RealNetworks
Service and Support  The
most important contribution we made at Real was to advise the Real
Development Team (with Jeremy Hanson) to create a button on the Real
Player to link endusers to support pages. The "error" button
from the Player application hurled the enduser to a support site with
explanations or resolutions for each technical error in detailed searchable
articles. This simple self-support link was the first of its kind on the Internet, and while now an industry standard for most Web based applications, continues to save RealNetworks millions in potential support costs. Our new product ideas, many gleaned from customer suggestions, such as the International Jukebox features, and the ability to store fave sites contributed to the product line. Linda Lane wrote more than 100 technical knowledge base articles on the RealPlayer and Server, redesigned the site and created new graphics. |
RealStore.com
The RealStore - CEO Rob Glasure had a couple cups made
for Real's marketing department as a freebee, and he gave one away.
Late one night when snacking on the Marketing Team's Thai food for
dinner Linda suggested to VP Maria Cantwell that we create a "Realstore"
where we could sell products related to RealAudio / RealVideo Players/Servers.
Home to software, and goodies like the cup, the RealStore.com was
born, using eCommerce sales through ICVerify to print money. |
LiveConcerts.com
At RealNetworks we would stay late into the night testing and occasionally we found some nesting problems at sites Real sponsored. Ms. Lane advised on editing with the developers in person. Usually they were graphical problems but sometimes the links sent the enduser into no-zone, so we'd fix it live on the UNIX server for live broadcasts. |
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