Questions: Are remote support, self service and other support tools - - PowerPoint PPT Presentation

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Nov 04, 2023 19 likes •221 views

Questions: Are remote support, self service and other support tools helping or hurting the customer support experience? Is the customer support experience being measured correctly? Randy Saunders, Marketing Director of Customer

SLIDE 1

SLIDE 2

Questions:

 Are remote support, self service and

ther support tools helping or hurting the

customer support experience?

 Is the customer support experience

being measured correctly?

SLIDE 3

Randy Saunders, Marketing Director of Customer Experience Management for Cincom Systems stated:

“A contact center’s ability to respond to a customer's problem or request has a very high influence on the

verall experience with that company,

possibly much more than the product itself.”

http://www.tmcnet.com/channels/hosted-contact-center/articles/4515-understanding-customer-experience-management-talk-with-cincoms-randy.htm

SLIDE 4

Accenture’s 2007 global study on Customer Satisfaction found:

“Poor service may also be preventing companies from attracting new customers: nearly 60 percent of our respondents say customer service is the key differentiating factor when choosing a new provider—ahead of even price (55 percent), product (34 percent) and convenience (34 percent).”

http://www.accenture.com/NR/rdonlyres/FF56B47D-E97A-4997-8D03-D52AAC76A568/0/ExecSummary_2007_GlobalCustomerSatisfactionSurvey_Final.pdf

SLIDE 5

So, Customer Support and Satisfaction are important.

Where do we do about it?

http://doorfromhellradio.com/wp-content/uploads/2008/11/bush_confused2.jpg

SLIDE 6

Bruce Temkin with Forrester Research

5 disruptive customer experience strategies

“Ultrasimplicity: stripping away features to better meet the needs of the customers.” “Online infusion: integrating online features into core offerings.” “Service infusion: integrating service features into core offerings. “ “Service amplification: investing in distinctly high levels of service. “ “Value repositioning: offering a radically different value proposition.”

http://experiencematters.wordpress.com/2007/07/12/five-disruptive-customer-experience-strategies http://www.flickr.com/photos/sharynmorrow/5075885

SLIDE 7

“Ultrasimplicity: stripping away features to better meet the needs of the customers.”

1 type of plane. Flying tends to be nonstop between two points. 1 class of service with no assigned seats.

http://blog.kir.com/archives/images/Southwest_Airlines_logo-1.jpg http://www.wired.com/cars/futuretransport/news/2008/07/portfolio_0708

Result = unload a flight, clean and restock the plane, and board another flight full of passengers in 1/4th of the time it takes most

f the competition

SLIDE 8

“Online infusion: integrating online features into core offerings.” Over 1/3 of the respondents using remote connection tools say they’re able to resolve at least 75% of their problems off site.

SupportIndustry.com 2008 Service and Support Metrics Survey page 8

SLIDE 9

Additional Online infusion

“more than half of the respondents (53.8%) allow their constituents to access online knowledgebase’s, and another 19% provide dynamic FAQs”

SupportIndustry.com 2008 Service and Support Metrics Survey page 9 http://www.flickr.com/photos/forgotever/2112440233

SLIDE 10

“Service infusion: integrating service features into core offerings.”

The link to Apple’s iTunes service was an important part of iPod’s success.

http://www.apple.com/itunes/

SLIDE 11

“Service amplification: investing in distinctly high levels of service”

"We are Ladies and Gentlemen serving Ladies and Gentlemen."

http://corporate.ritzcarlton.com/en/About/GoldStandards.htm

SLIDE 12

Service Infusion and Amplification

How does a Service Desk know when…

http://www.flickr.com/photos/madgirl/188178176

SLIDE 13

“In God we trust, all others bring data”

W Edwards Deming

http://www.metricnet.com/whitepapers-service-2.html

SLIDE 14

The Trap

“We've always collected this metric" or "We collect it because we can" -- this abundance of metrics can actually be a detriment to organizational success for a number of reasons."

Jonathan D. Becher Pilot Software CEO and President http://www.flickr.com/photos/smiller/228877471

SLIDE 15

Goals Matter!

 Metrics (ways to measure)

are important on various levels and certainly influence a customer’s overall satisfaction.

 However, in most cases,

metrics should be considered as not goals or key performance indicators

f how the service desk is

performing overall.

http://graysmatter.codivation.com/content/binary/soccer%20goal%20urinal.jpg

SLIDE 16

Focus on Key Performance Indicators

 Cost per Contact  Customer Satisfaction  Agent Utilization  First Contact Resolution  First Level Resolution  Agent Satisfaction  Aggregate Service Desk

Performance

http://www.flickr.com/photos/patrick999/502722535/

SLIDE 17

“Value repositioning: offering a radically different value proposition.”

Ultrasimplicity, Online infusion, Service infusion and Service amplification help point the direction towards Value repositioning.

http://www.archives.gov/exhibits/powers_of_persuasion/its_a_womans_war_too/images_html/images/we_can_do_it.jpg

SLIDE 18

Answers to the our questions…

 Are remote support, self service and

ther support tools helping or hurting the

customer support experience?

 HELPING!

 Is the customer support experience

being measured correctly?

 YES, in SOME cases.

SLIDE 19

Final Thoughts

 The overall performance of a

service desk needs to be focused

n the customer and their

perception of the service desk.

 Key Performance Indicators,

Metrics and support tools need to reflect this if they are truly going to be effective for the company.

http://weblogs.newsday.com/entertainment/tv/blog/springerDM2301_228x388.jpg

SLIDE 20

Credits



http://doorfromhellradio.com/wp-content/uploads/2008/11/bush_confused2.jpg



http://www.flickr.com/photos/sharynmorrow/5075885



http://blog.kir.com/archives/images/Southwest_Airlines_logo-1.jpg



http://www.flickr.com/photos/forgotever/2112440233

