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
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
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