As support teams religiously measure the timeliness and quality of support delivered, it is also important to institute a mechanism to gauge customer satisfaction and understand what impact tech support has made on your customers. Impressing and delighting customers is getting to be a significant focus for all types of support organizations. Knowing what customer satisfaction is today can help you win customer loyalty in the future. In the long-term, this can contribute to business growth, and also make your customers recommend your services to others.
SolarWinds
, in conjunction with HDI, has developed this Infographic to help you understand what technical support teams are doing to improve their customer engagements, and in the process, delight them.
The Five Ways:
- Knowing your customers & their preferences
- Meeting/Exceeding customer expectations
- Being proactive in service management
- WOW’ing your customers with timely resolution
- Showing your customers you care
Infographic Highlights:
- 90% of support centers measure customer satisfaction with ticket resolution
- 68% of organizations use service management solutions
- 43% of organizations are resolving more than half of their desktop support tickets through remote support
Check Out the Full Infographic:
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