Searching for Smart Support - A Customer Testimonial

When Serena asked its customers “how can we improve the support experience?”, what they discovered was somewhat surprising. Instead of focusing on call hold times or support rep performance, customers expressed the need for a better online experience - one where searching for information was easy and the information received was accurate, up-to-date and consistent with what they would receive from a support rep.

In this customer testimonial, Peter Sianchuk, VP of Worldwide Customer Service at Serena, discusses how InQuira’s solutions have allowed Serena to deflect 18% of support calls and improve call resolution speed by 35% - by simply improving the way support reps and customers access the right information at the right time.