This comprehensive solution maximizes problem resolution on first contact by using highly trained vCustomer resources
to:
Uncover the customer’s pain and
accurately diagnose the underlying issue
Guide
the customer through the best solution with follow-up to ensure that the solution
provided was successful
Analyze customer data to select the most effective solution
and successfully build knowledge bases
Capture
and distribute updated information regarding best practices for problem diagnosis
For a leading storage device manufacturer, vCustomer identified that the cost of customer support for this client, as well as, the satisfaction level of the customer was directly proportional to the time spent on the phone resolving their issues. vCustomer designed an on-line knowledge base used by agents for product updates, training modules and computer based simulators for troubleshooting scenarios. During the first month of implementation, call handle time was reduced by more than three and a half minutes, thereby reducing the client’s costs, while improving their customer satisfaction. |
Delivery Model
Integration with Platforms
