How To Keep Customer Satisfaction Up, Costs Down, And Overall Support Center Efficiency On The Rise

Whether you are in customer service, or technical support or a management team, the pressure is on. It is a world where customer satisfaction has never been more important – and never more difficult to maintain, where traditional product organizations are shifting to a service paradigm, and traditional cost centers are being transformed into revenue generators. We took a look at this evolving world and gathered together some practical ideas for getting the most out of your support organization.

HOW TO KEEP CUSTOMER SATISFACTION UP

Engaging customers in the support process speeds problem resolution – and makes for happier customers.

In an increasingly service-oriented economy, organizations are finding more opportunities to engage with customers, increase retention and loyalty, and drive revenue through crossa sell and up-sell. However, with great opportunity comes great responsibility; if your services are not what today’s demanding customers want, the consequences to your organization can be costly.

76% of customers who have a negative experience with a business switch to a competitor. And in today’s world, that loss doesn’t stop there—customers are more likely to widely share that negative experience through their social networks, influencing others and potentially resulting in more, costly losses.