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In: Customer Experience

Every once in awhile we get the chance to witness a feat of incredible customer service that reminds us that the stars are aligned, people are nice and that the world is a wonderful, dreamy place. This just happened to me on a business trip to India. Over a ten day period, I flew from the U.S. to Mumbai, then Pune and then Bangalore, India, to attend a customer conference and then to meet with our local customer service team members.  The trip was a huge success, with the exception of my laptop glitch. Like most business travelers, I traveled to India with my laptop.Read More →

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In: Customer Experience, Operations Reporting-Analytics

The secret to managing technical support or production support cases/tickets like a Rock Star is to think beyond just support. Here’s what I mean… If you are leading a technical, production support department, only focusing on problems, post “go live” is reactive and does not paint the entire customer experience picture. Instead, you should gain visibility into all product issues and all tickets, including those found during testing or found during projects. You should understand the volume and causes, and then identify trends across ticket sources. This allows you to move into proactive mode and influence product release decisions that will have the biggest bangRead More →

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In: Achieving Operations Goals, Customer Experience

It’s not all about the SLAs or speed of resolution. When we consider options to improve the customer experience, discussions often lead to complex process improvements or expensive tool enhancements, but there is something we can all do that is relatively easy and almost free. This is to keep our customers well informed during the problem solving progress. There are three major components to the act of keeping a customer well informed: Acknowledge that work has begun on their problem. Share the problem solving activities. Set and follow through on time frame expectations. When I receive feedback in customer satisfaction surveys and directly from clients, keeping customersRead More →