How do your customers communicate with your company? Which access channels are available to them? How are they used? Which are preferred and why? How do customers feel about using them? What kinds of interactions take place? With what results? Who in the company is responsible for which types of interactions? These questions, and many others, are things that aren’t often asked in many organizations. As a result, tactical decisions made to react to sudden conditions can take hold and become standards that impact strategic goals. This is why it’s important to get an external review of the realities of the customer support/service operation at appropriate intervals, to establish what’s really going on, and to look at alternative approaches.
Mikael Blaisdell and Associates have been doing Customer Support/Service Operational Reviews for over 40 years for all kinds of organizations. Software companies, insurance companies, medical clinics serving multiethnic patients, equipment and parts manufacturers, internet content providers, and others. Long before “Customer Experience” became a buzzword, we were providing actionable independent data and recommendations to senior management teams about retaining and expanding their organizations’ customer relationships.
From the Beginning
A Customer Support/Service Operational Review starts with identifying the existing communications channels in use and the technologies associated with them. Where existing reports do not sufficiently provide the needed data, we develop alternative approaches to obtain it wherever possible. Agents are interviewed and observed. Where permitted, calls and cases are monitored and analyzed. Responses are cross-checked and tested. We interview members of the senior management team to determine their strategies for customer retention and satisfaction.
The Result
The deliverable for a Customer Support/Service Operational Review is a presentation for Senior Management together with a written Report of findings and recommendations. To find out what a Review could do for your company, please contact us. To see examples of our work, click here.
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