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.
I’ll admit it, as a customer I can be pretty darn demanding. Whether it’s a personal or professional purchase, I know what I want when it comes to a product, service or support experience - and I fully expect to get it from the companies I work with.
On the flip side, I also understand how difficult it can be for an organization to keep up with all the demands customers have - there is no way to please everyone all of the time. But there is a way to turn them around and get them on your side so when you can’t give them exactly what they want, they will be understanding, work with you - not against you - and remain loyal.
In this short video, Tom Floodeen, VP of Worldwide Support at Mentor Graphics, discusses how InQuira has helped turn Mentor’s annual user conferences into customer service “love fests” where users share ideas, insights and work with Mentor to become even better.
By engaging customers with web self service, Sprint eCare is redefining the telecom support experience. Mike Kidder, Senior Manager of Sprint.com eCare, discusses Sprint’s “Path to Loyalty” strategy and how new technologies will be integrated into Sprint’s web self service applications to improve customer satisfaction.
I’m not sure about you, but nothing frustrates me more than searching a website expecting to find the “answer,” but ending up with pages of links that I need to continue searching through in hopes of eventually finding what I need.
I’m glad there are executives out there like John Quinn, Deputy CEO for Ministry of Defence (People, Pay, & Pension Agency), who get how frustrating this can be and are committed to providing customers with real answers within one click of their search.
Watch this video to discover John’s vision for the PPPA, and what he’s doing to make it happen.
InQuira CEO Mike Murphy discusses why companies need an integrated an integrated platform of intelligent search and knowledge base management to deliver an optimal support experience to their customers and agents.
