Customer/Technical Support

Customer/Technical Support Satisfaction

The support function represents the primary interface a customer has with the enterprise after the sale has been made. Therefore, each interaction has to be a positive customer experience. Gather feedback immediately after the case is closed.

Challenges include:

• Meeting high customer expectations

• Controlling costs

• Keeping employee turnover to a minimum

• Establishing processes that make employees efficient

• Using technology to streamline processes and ensure accessibility of comprehensive, up-to-date information for agents and customers

• Providing appropriate training

Our Solution delivers:

• Customer feedback: agent expertise, agent courtesy, first call resolution, knowledgebase, escalation process, satisfaction with responsiveness by channel (phone, email, chat), overall satisfaction with Support

• Operational data: number of service calls, number of calls by product, number of outstanding service issues, use of self-service on the web,

• Financial data: product renewal %, Maintenance Contract renewal %, revenue growth

• Reporting: number of open cases by severity level, identification of at-risk customers, comparisons by product, correlation of first call resolution with Overall Satisfaction with Support

• Best Practices in customer intelligence programs and dashboard reporting

Business Justification includes:

• Save at-risk customers

• Produce engaged customers by delivering positive customer experiences

• Identify growth opportunities

• Cross-sell and up-sell  based on knowledge of customers’ wants and needs

• Increase maintenance contract renewal rate

• Improve efficiency of processes

• Ensure that strategic customers’ open cases are resolved quickly

• Learn about product problems soon after launch in time to fix them

• Pinpoint the steps in each process where problems  occur most often

• Refine course content for training agents to improve their performance