Optimizing Tech Support

Tips to Improve Tech Support and Customer Care

Encourage your customers who have not yet moved to Web Portal Case Entry that they can reduce the time to resolve cases and see an increase in the CSAT on case handling into the 90+% range by implementing Customer entry of Case data through a Web Portal. For those who have made this transition they have also experienced a reduction in TS Rep time per case. This change in case submission directs customer to Web Portal Case entry on initial contact from phone, chat, email as the Preferred Option.

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