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 →

Ben Franklin once said, “An ounce of prevention is worth a pound of cure”.  I think he may have been in technical support! Technical support and customer support leaders must begin to think of their top priority as incident prevention not incident management. Incident management focuses on reacting to customer demand (incidents, tickets, questions) and solving problems. It’s about reducing case aging, reducing backlog, achieving service levels and achieving case closure SLAs. And… as I mentioned in a previous post, there is a BIG problem with problem solving as it happens too late in the process. In most cases, once there is an incident, weRead More →