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CustomerSat Customer Service and
Technical Support survey solutions provide real-time feedback
on what may well be the most important points of contact between
you and your customers: your customer service, tech support,
and contact centers. As soon as customer cases or trouble
tickets close, CustomerSat solutions invite customer feedback.
Personalized email invitations remind customers of the specific
cases for which feedback is requested, in the event that customers
have multiple cases open at the same time. CustomerSat solutions
let you measure performance down to the product, region, team,
customer, customer service rep, or agent level.
- Time to reach qualified representative
- Technical skill of the representative/team
- Representative’s/team’s knowledge of customer’s
business
- Representative’s knowledge of vendor products
- Courtesy and professionalism of the representative/team
- Proactive communication of status of problem
- Time to problem resolution
- Quality of problem resolution
- Management of escalation process.
See also Service &
Support Solutions Overview
 
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