Relationship:
2014
Service Provided:
Technical Customer Support
Channel:
Live Chat and Voice
Industry:
Business Services
An old proverb says not to let the perfect be the enemy of the good. But in a culture of continuous improvement, when is good enough really good enough? Service levels were certainly good enough for one of our clients, a global technology services provider to thousands of web-based businesses. CSAT and quality scores were reliably high, and the user experience was well-regarded, but there was a problem – the client’s market share was stagnating.
The in-house sales team produced about one dollar per customer contact, well below the client’s expectations. So, a “what if?” question arose: what if the service and support team, which had a high-tech IQ but little sales background, added revenue generation to its repertoire?