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SUPPORT EXPERIENCE

CUSTOMER SUPPORT CAN DIFFERENTIATE YOUR CUSTOMER EXPERIENCE

HOW A BRAND SHOWS UP WHEN THINGS GO WRONG WEIGHS HEAVILY ON THE CUSTOMER’S PERCEPTION OF THE BRAND AS A WHOLE.

The support experience, customer service, and customer care, play an incredibly important role in a Customer’s Experience of a brand.  Through in-depth research using system data, customer feedback and discovery sessions with IT leadership, Agents, Customers and Users we used our approach to create a Support Experience Index that covers 70 attributes across 7 factors.  We look at capabilities and competencies, integration between people, data and touch points, and the level of connection and trust.

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FACTORS OF THE SUPPORT EXPERIENCE

We evaluate over 70 attributes pertaining to 7 factors that enable the support experience.

AGENT EXPERIENCE

How the agent is engaged and enabled.

QUALITY

Degree of excellence in focus, performance and execution. 

KNOWLEDGE

Currency, breadth and depth of knowledge.

COMMUNICATION

Clarity and timeliness of communications during the interaction, and throughout the process.

OPERATIONS

Underlying processes and systems that enable the experience to be delivered.

INTERACTIONS

Moments in which the customer is interacting with support.

SPEED

Rapidness of reaching the desired outcome. 

 
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Understand all audiences

FOCUS on CRITICAL AREAs for Improvement

Prioritize and optimize areas of impact across the whole ecosystem.

Ensure leadership are aligned on the support experience.

There are several lenses needed when designing and delivering the support experience effectively. You need to consider the viewpoint of the Customer interacting with the experience, the Delivery Teams to be sure they can implement the experience, and the Business to be sure that they are optimized operationally.

Our Index provides you a holistic vantage point across all 3, this way you can make the most optimal decisions. 

Organizational and leadership focus has to be clearly aligned to the experience goals to enable the decisions and changes to be made and clear support to be given. 

The Index provides a common, shared view of your current support experience from which the team can decide together where to spend the organization's efforts, knowing exactly what will move the needle.


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HOW WE MEASURE THE SUPPORT EXPERIENCE

We look across 9 core areas of the support experience.

 
 

ACCURACY

Degree of correctness in information, insights, process and data.

TECHNOLOGY

Enablement through technology and infrastructure.

AGENT ENGAGEMENT

Feeling of connectedness to the role, strategy and environment by employees.

CONSISTENCY

Dependable outcome and perception over a number of interactions. 

COHESION

Feeling of continuity in the journey, process and flow throughout the touch points.

TIME

Time taken in activities or to traverse processes.

CLARITY

Clearness in understanding.

USABILITY

Ease of interaction with meeting needs of the user.

HUMAN CONNECTION

Attributes that pertain to the personality, characteristics or behaviors of people interacting with the users.