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Industry Articles
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Case Study: How Mentor Graphics Adopted a Knowledge Base
by Rick Reid Deciding to invest in a knowledge base and writing the check are the easy parts. At Mentor Graphics, we were also committed to delivering “the only five-star support in Electronic Design Automation (EDA)” which means continually investing in new tools, and implementing new ways to service customers.
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Escalations: The Ticket to Successful Problem Resolution
by Kristin Robertson Have you ever been to a hospital Emergency Room? ERs have to have a process to quickly evaluate patient problems and escalate any issues quickly and appropriately. Most patients immediately wee a triage nurse who evaluates the patient’s condition. If the condition is critical, the patient is whisked into an examination room where a steady parade of medical professionals quickly appear to diagnose the problem and administer the proper medical treatments. These health-care professionals know precisely how to quickly execute their rational, step-by-step triage and escalation process.
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Provide Experiences Instead of Support
by John Dunleavy There’s a lot of discussion these days about “staging experiences’ rather than providing service or support. It’s the model for the 21st century Pine and Gilmore recommend in their book, “Welcome to The Experience Economy.” Most support professionals have little trouble grasping the concept; the difficulty comes in the implementation.
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Increasing Customer Satisfaction through Web Site Personalization
by Kathy Slattengren, Senior Advisor- Aspen Technology The AspenTech support and training web sites have information for over 150 products. Our customers told us that they wanted a simple way to find all of the available information for their primary products of interest. In response to this request, we added new functionality that provides personalization capabilities called My Support. My Support allows customers to select a product and find all available support and training information for that product. Customers can also do things like save favorite solutions, view solutions specific to their company, quickly find the latest updates to their incidents and find all the available training for their products. Our customer feedback processes enabled us to easily assess the impact of My Support through the use of web site surveys and open comments. The results exceeded our expectations.
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Building the Dynamic Desktop for Problem Resolution: Technology and Processes for The Next Generation of Support Capability
by Mark Angel, Founder and CTO, Kanisa CRM and CTI processes continue to optimize the process of routing and recording customers and issues. However, up to 80% of contact center costs continue to derive from the problem resolution process. Optimizing the process, resources and people available in the problem resolution process is the next frontier for support improvement. The optimized support environment will rapidly and meaningfully identify the customer's need, provide the best resources for the support professional to respond, and tailor the best resolution to meet each specific situation. Using customer case studies, this session will focus on how to build such a holistic and automated process for optimizing problem resolution at a fraction of current costs.
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