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| səhifə | 6/6 | | tarix | 29.01.2022 | | ölçüsü | 1,58 Mb. | | #113954 |
| customer and support - We have set challenging goals for 2015
2015 – Response and Resolution Time - Implement Single After Hours Service
- Aggressively grow Knowledge Base and Customer Portal
- Continue improvement of self-service tools
- On-Demand videos NCS AdManager Pro Videos
- Knowledge Base
- Continue to improve
- Training for support team
- Reduce need for escalation (quicker response to customers)
- Developing Advanced Technical Support team mentoring
2015 – Communication - Expanding our Triage program
- Chatter groups NCS Advertising Group
- Standard notification process in place
- Directors/Managers contacting customers who give NPS feedback
- Developing customer Outreach program – more calls, more visits
2015 – Improved Processes - Service to Support Transition
- Optimize hand off process from Services to Support
- Cross functional teams working to resolve recurring problems
- Monitor progress of development solutions to recurring issues
- Continue to develop proactive solutions - move away from reactive
- Salesforce – ease of use
- On-going changes for improvement
- Support team closely reviews each request
- Support Director works with Salesforce team to implement
You Are Important To Us! You Are Important To Us! - New Survey starts in July
- Please respond – Important to us, to help us help you!
- Reach out!
You Are Important To Us! - New Survey starts in July
- Please respond – Important to us, to help us help you!
- Reach out!
- What do you need help with?
You Are Important To Us! - New Survey starts in July
- Please respond – Important to us, to help us help you!
- Reach out!
- What do you need help with?
- Continuous Improvement
You Are Important To Us! - New Survey starts in July
- Please respond – Important to us, to help us help you!
- Reach out!
- What do you need help with?
- Continuous Improvement
- Don’t be afraid to call me, call us
Thank You!
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