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If your support staff responds to
customer inquiries by email, the speed, clarity, and completeness
of responses by your staff are key determinants of customer
satisfaction and loyalty. CustomerSat Email Support survey
solutions enable links to personalized surveys to be embedded
directly into your support centers’ email responses.
Immediately after reading the email response, your customers
can provide feedback on response quality.
- Identify which frequently asked question
(FAQ) answers need to be clarified or improved
- Reduce support costs by enabling staff to handle larger
email volumes more efficiently
- Help cost-justify email support by showing how many phone
calls to a call center were saved.
CustomerSat solutions can measure satisfaction with and the
effectiveness of both the email support experience and the
quality of ultimate problem resolution. Email support customers
can be invited to provide feedback not just immediately upon
receiving an emailed response, but also via personalized email
invitations a specified number of hours, days, or weeks after
the emailed response has been sent or received, to ensure
that the solution provided addressed customer needs.
See also Service &
Support Solutions Overview
 
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