High Tech CIO’s and customer support executives alike know that the customer support experience is a vital part of customer satisfaction that influences repeat purchases, cross sell levels and renewal rates on support contracts.
Driving continuous improvement in the customer experience is challenging due to complex processes and interdependencies including systems integration, unified view of the customer, managing multi-channel access, optimizing or upgrading customer support applications and managing impacts of change in the company’s product portfolio. For this reason, different customer support organizations may be at very different stages of support systems maturity, extending from very basic, reactive systems, to a personalized customer experience, to an idealized state where the product and service experience blend into one.
PRS Consulting Services works together with high tech IT and customer support organizations to evaluate their current maturity and plan next steps for initiatives that give the customer an increasingly consistent, reliable and satisfying experience.
Business Benefits
- Reduced support Costs
- Improved Customer Satisfaction
- Improved Customer Satisfaction
- Customer experience
- Time to respond
- Increased cross selling and support contract renewals
- Increased focus on high value customers
IT Benefits
- Planning and implementation of IT projects that drive bottom line results for the company
- Integration of web services and business processes through a wide network of data channels
- Unified view of the customer
- Efficient IT support processes
- Stable application systems
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