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Whether you manage on-site field service, a multi-site contact
center, or multi-tier technical support organization, CustomerSat
Service & Support survey solutions can be tailored to
your exact requirements:
- CustomerSat solutions integrate with
and extend your CRM systems, customer databases, and other
IT systems to gather survey feedback from customers immediately
after they have been served
- Interactive dashboards make performance
metrics such as speed of problem resolution, courtesy, and
knowledge of customer’s equipment, as well as verbatim
suggestions for improvement, directly available in real-time
to authorized service reps, group leaders, managers, and
executives
- Users can slice-and-dice feedback
to pinpoint problems and opportunities, and to coach or
be coached for superior performance
- Performance metrics that fall outside
of acceptable ranges drive action management and alerts
to ensure that customer concerns are addressed promptly.
Register
today for the CustomerSat Free Online Resource
Center for in depth information about deploying successful
feedback programs.
| CustomerSat Service & Support
Solutions |
Manages Responsive Actions and Delivers Analytics
and Intelligence on: |
| Customer
Service & Technical Support Center Surveys |
- All aspects of the relationship between your
support organization and your customers, including
quality of problem resolution, and notification
of unresolved issues.
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| Website
Support Surveys |
- Quality and completeness of your online support
offerings, helping you improve offerings and
increase customer useage.
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| Email
Support Center Surveys |
- Speed and content of all email support center
communications and processes, driving customer
usage of email support functions.
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| Professional
Services Surveys |
- Quality of service delivered at each key milestones
or at the conclusion of each professional services
engagement.
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| Onsite
Service Surveys |
- Speed and quality of onsite service delivery,
helping to better allocate resources and improve
customer satisfaction.
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| Service
Level Agreement Surveys |
- Ensure optimal SLA terms for your business,
and assure contract staff are knowledgeable,
courteous, and responsive.
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- Save at-risk customers before they
are lost
- Enhance service quality; reduce costs;
streamline operations
- Increased customer retention, loyalty,
renewals, and recurring revenues
- Pinpoint problems and opportunities
by agent, team, product, region, communication channel,
and customer type
- More effectively coach, recognize,
and reward service and support professionals
- Make investments in headcount, training,
and equipment where they will have the greatest payoffs
- Build long-term customer loyalty,
revenues, and profits.
As a service and support executive, customer satisfaction
and retention are likely the most important measures of your
success. CustomerSat Service & Support Solutions provide
the comprehensive, rigorous, yet easy-to-use analytics and
intelligence that these measures deserve. For most support
organizations, the timeliness of a team’s response to
customer concerns and opportunities is fully as important
and as much a driver of loyalty as the quality of support
the team provides. CustomerSat’s real-time solutions
enable your team to recognize and address concerns and opportunities
as quickly as possible.
- Gather actionable feedback on specific
performance metrics (such as quality of support provided,
technical skills, and courtesy) and overall business outcomes
(such as likelihood of contract renewal) that are critical
to your organization’s success; as well as detailed
suggestions for improvement in customers’ own words
- Securely disseminate analytics and
verbatim intelligence to the right people throughout your
organization who can act on them, through real-time, interactive
dashboards
- Manage responsive action to ensure
that customer concerns and opportunities are addressed promptly
and effectively.
CustomerSat Service & Support solutions start with consultations
between your organization and CustomerSat Professional Services,
a team of experts in feedback process design, analysis, and
implementation.
- Questionnaires contain the right performance
metrics for your organization and conform to rigorous CustomerSat
design principles
- Solutions conserve and optimize your
customers’ time in providing feedback
- Solutions are seamlessly integrated
with your CRM and other IT systems
- Survey results are secure, distributed
to the right people, and immediately actionable.
 
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