| Who represents
the human face of your business? Quite likely, it's
your Call Center, Help Desk and Customer Support departments.
These critical groups often represent the front line
between you and your most important business relationships.
Prompt, courteous resolution
of issues can convert potentially dissatisfied customers
into satisfied customers - not to mention its ability
to preserve and even enhance your relationships with
groups who are most critical to your success. Indeed,
one classic consumer study showed that customers who
had resolvable issues were more satisfied than
were those who had never had an issue at all!
Do you have positive customer support relationships
with your customers? GuideStar Research can help you
to evaluate your customer interactions in real-time.
We can identify your strengths and weaknesses, within
and across areas of support, and provide you with
feedback on how each of your support personnel stacks
up when it comes to the important task of meeting
customer needs.
Our surveys
provide you with feedback at multiple levels, from
satisfaction with your overall level of support, right
down to specific support queues, individual products
or areas of support, and individual technician performance.
Tracking your progress over time is as simple as a
mouse-click. And, with the ability to drill-down to:
- Individual locations
- Support queues
- Support staff
You can
identify the areas to target to maximize customer
satisfaction.
You can link your system to our Survey
Message Management System (SMMS) so that each
closed issue generates an automatic survey invitation.
Once completed, each survey response is included in
our Online
Report Center (ORC) so that you can view real-time
data organized into easy-to-read charts and tables
that are tailored to your management structure.
Because support interactions are
brief, so are our support surveys. Generally, these
surveys include fewer than 20 items and can be completed
by customers in a matter of minutes. You can collect
information using multiple-choice survey questions
and customer comments, all of which can be displayed
on your desktop or downloaded to Microsoft Office
products for inclusion in reports or presentations.
To learn more about the
flexible, powerful ways we work with you to enhance
your customers' experiences - and solidify your business
relationships with them - visit our Technology
& Demos section, where you can browse through
our exclusive offerings and see demos of our products
and services in action.
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