Steadfast in delivering premium support
A customer relation does not start or end with the purchase of a product or service. In recent years, help desk has gained an important role in ensuring excellent customer service and customer journey experiences. The interaction with the help desk influences the public image the customers hold of a brand. Therefore, it is vital for a company to always be on top of their customers’ needs and to measure satisfaction, track KPIs, interpret and implement them effectively.
Choosing the right metrics by which performance is measured for example, number of requests answered, languages covered or available service hours depends on a company’s strategic goal. While there is no problem with improving efficiency based on them, it is vital for a good help desk to improve quality by focusing on the key-metric: CSAT. Measuring customer satisfaction can be as easy as “Were you happy with our service?” in the e-mail footer. It allows for an immediate and individual feedback, upon which a more custom-made resolution can be developed to further enhance a customer’s journey.
Our remarkable dedication and passion for service and support are the key drivers of our success and our client relationships. And because the market is dynamic, we continue to differentiate ourselves through innovation, outstanding market expertise and service quality. We solve more than 90% of our queries during the first contact by focusing on communication and service quality. The result is a very good understanding of customer needs and an ever-increasing customer satisfaction rate as shown on our case study.
Would you also like to benefit from our expertise? Get in touch:
New Business Director
Tel: +49 911 9339 3318
Managing Director Malaysia & Vice President APAC
Tel: + 603 2787 5999
Vice President & General Manager Americas
Tel: +1 415 205 8255
Business Development Director
Tel: + 34 934 005 000