Martin Summerhayes suggests taking stock of what we have now and developing soft skills can influence our future success.
ARCHIVE FOR THE ‘customer-satisfaction-and-expectations’ CATEGORY
Jan 20, 2020 • Features • management • Customer Satisfaction and Expectations
Martin Summerhayes suggests taking stock of what we have now and developing soft skills can influence our future success.
Dec 10, 2019 • Features • Nick Frank • Si2 partners • Customer Satisfaction and Expectations
Nick Frank shares his thoughts on how to implement a successful customer portal...
Nick Frank shares his thoughts on how to implement a successful customer portal...
Dec 02, 2019 • Management • News • manufacturing • Customer Satisfaction and Expectations
Tech support company Mavenoid discovered users of tech hardware have to wait on average eight days to have a problem fixed.
Tech support company Mavenoid discovered users of tech hardware have to wait on average eight days to have a problem fixed.
Downtime is known to be one of the largest expenses for manufacturing companies. Swedish tech support company Mavenoid studied a variety of industries, from heavy machinery to consumer appliances, and measured the time users had to wait for a repair technician to fix their broken products. The results show surprisingly long downtimes for all product categories, even when the product’s function is critical for a business’ operation or a consumer’s daily life.
“Eight days of downtime is shockingly long considering how much productivity and goodwill is lost every day a product is not working,” says Mavenoid co-founder and CEO Shahan Lilja. “We see how customers become increasingly frustrated waiting for repairs, while companies’ support teams are held up fixing repetitive problems.”
In the study, Mavenoid compiled data from support requests across social media, online forums and manufacturers’ helpdesk channels like email and chatbots. The requests were managed by human support staff, sometimes remotely and sometimes including physical visits from a service technician. Utilizing cluster analysis on the support cases, and a statistic model to predict the alternative solutions to each request, Mavenoid was able to estimate the average waiting time and how much time could have been saved with better self-service capabilities.
“In half of the troubleshooting cases we looked at, the end-users could have easily fixed their machines themselves, without any wait,” says Mr Lilja. “Time-to-solution is key to satisfied customers, so it’s clear manufacturers underestimate the negative consequences of support waiting times and haven’t yet fully realized the potential of self-service.”
Nov 14, 2019 • Management • News • partnership • Customer Satisfaction and Expectations
Customers of Service Strategies Corp can qualify to receive the NorthFace ScoreBoard Award℠ (NFSB) for customer service excellence and customers of CRMI can qualify to receive Service Capability & Performance (SCP) certification for meeting service...
Customers of Service Strategies Corp can qualify to receive the NorthFace ScoreBoard Award℠ (NFSB) for customer service excellence and customers of CRMI can qualify to receive Service Capability & Performance (SCP) certification for meeting service performance standards.
Nov 08, 2019 • Management • News • Artificial intelligence • Automation • future of field service • Robotics • Customaer Satisfaction • Customer Satisfaction and Expectations
In an age of artificial intelligence and automation, new research finds that the ability of workers to improvise and innovate is already underused.
In an age of artificial intelligence and automation, new research finds that the ability of workers to improvise and innovate is already underused.
Nov 05, 2019 • Management • News • Research • Retail • Survey • Customer Satisfaction and Expectations
Americans abide by a “three strikes and you’re out” policy when it comes to shopping, according to new research...
Americans abide by a “three strikes and you’re out” policy when it comes to shopping, according to new research...
Oct 22, 2019 • Management • News • Artificial intelligence • Future of field servcice • Customer Satisfaction and Expectations
LivePerson's tool, LiveIntent, measures customer intents, enabling brands to optimise operations and automations for improved customer experiences, firm says.
LivePerson's tool, LiveIntent, measures customer intents, enabling brands to optimise operations and automations for improved customer experiences, firm says.
Oct 22, 2019 • Features • Management • Customer Satisfaction and Expectations
In field service operations, what does it mean to put customer service at the heart of our business decision making? Customers who receive the highest standards of service spend on average 140% more and in business-to-business, customer retention...
In field service operations, what does it mean to put customer service at the heart of our business decision making? Customers who receive the highest standards of service spend on average 140% more and in business-to-business, customer retention will typically see profits increase by up to 95%. In the next article in this strategic series, Paul Smedley looks at our part in this transformation and where we can look for examples of best practice...
Oct 09, 2019 • Features • fleet • transport • Customer Satisfaction and Expectations
Tom Roberts, Van Expert at Vanamara discusses the importance of engineers making a good impression when attending a job...
Tom Roberts, Van Expert at Vanamara discusses the importance of engineers making a good impression when attending a job...
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