Helping Companies Deliver an Exceptional Service Experience
Exceptional service and support is not just a market differentiator; it’s a deciding factor in the purchasing decision of many technology buyers. Customers are no longer just buying a product, they are buying a solution that meets a need or delivers a specific business result. Ensuring that the solution is functioning and delivering the desired result is critical, and the service and support teams (i.e. customer service, technical support, field service, professional services and customer success) within a technology vendor are directly responsible for the customer’s success. Additionally, customer reviews carry weight with prospective clients, and at the heart of many bad reviews is a flawed customer experience. Some of the biggest reasons companies fail to deliver on the promise of service excellence include common service problems such as:
- Lack of a clear service strategy or adoption of industry best practices
- Poorly defined processes that slow response and resolution times
- A lack of training programs that teach staff to set proper customer expectations
- Insufficient measures of success to ensure organizational performance
- Poorly established communications processes that leave customers in limbo
- Inadequate technology infrastructure to enable efficient service delivery
Service Strategies provides the consulting, training, standards and certification programs to solve the most challenging service problems faced by today’s evolving service and support organizations. We can help your organization solve the challenges associated with:
Providing a Better Customer Experience
Providing a seamless and high quality experience to customers helps ensure loyalty and retention. The service and support teams are an integral part of this process and must have the foundation in place to deliver on the company’s brand promise. Service Strategies can help your organization deliver exceptional customer experiences.
Improving Customer Retention
Ensuring customer retention is crucial to the ongoing success of any company. The service and support teams play a critical role ensuring retention by helping customers realize the value of their technology purchases. Service Strategies can help your organization ensure customer retention by improving the effectiveness of your service operations.
Increasing Service Operations Efficiency
Poorly defined processes, improper staff training and badly implemented service infrastructure can lead to significant reductions in the efficiency of a service operation. Service Strategies can help streamline processes, improve staff effectiveness and drive significant gains in service efficiency.
Increasing Customer Satisfaction
Satisfied customers are typically more loyal and have the potential to recommend your company to their peers. However, ineffective service processes, poorly trained staff and other factors can damage customer perceptions. Service Strategies can help you increase customer satisfaction levels through implementation of industry best practices that ensure a consistent high quality service experience.
The service problems associated with substandard customer support can hobble even the hardiest brands if left unresolved. Bad publicity not only damages reputations, but it can slow product sales and destroy customer retention for otherwise outstanding products. Companies that consistently deliver exceptional service and support not only gain stronger brand loyalty, they are more likely to garner clients from their competition, thereby driving increased revenues and market share as a result.