Delivering World Class Customer Service

How do you deliver world class customer service and support?

Be prepared...some of your customers may act shocked when you ask them for unsolicited feedback. Their other vendors are probably not as inquisitive and curious about them. Keep "peeling the onion" on your customers. Uncover their needs and pain that is there, but not quite at the surface.

If the customer service department has managed to solve a customer problem on the phone and they seem satisfied, then you are in a good position to leverage the phone call.

  1. Ask customers for ideas to enhance the current product and build entirely new products.
  2. Conduct market and competitive research.

More on this topic at another time.

Here is a great White Paper on Customer Service Best Practices-What Features and Functions to look for in Customer Service Software.

Client Success

  • 50% reduction in time to deploy Giva's change, incident, problem, asset management and knowledgebase modules
  • 60% reduction in the 5 year Total Cost of Ownership (TCO)
  • Saved at least 1 FTE due to lower ongoing administration
  • Saved 1 week per month due to easy to use reports
  • Increased to 90% achievement in meeting service level agreements
  • 70% reduction in generating reports and admin; eliminated 35 hours/month
  • 50% faster to create/assign a service request
  • 60% increase in information captured during the initial phone call
  • 50% increase in the number of service requests created due to intuitive design
  • 80% increase in productivity by using Giva's dashboards and reports
  • 60% increase in meeting service level agreements
  • 45% increase in the number of the calls logged due to Giva's intuitiveness and ease of use
  • 50% increase in productivity by using Giva's integrated custom forms