Maybe it's a hot new product. Or maybe a less than perfect product launch or unexpected 'bug'. Or a new ad campaign that's wildly successful. But when "it" happens, and your support volume takes off overnight, you need to be ready.
IGN Entertainment Customer Support Manager Chris Henderson has experienced nearly all of these at one time or another. Her tips:
May sound like common sense, but reducing redundant questions is first priority. That's where self-service and Parature Knowledgebase come in. With a well thought out knowledgebase of up-to-date, solid content, you'll stop "reinventing the wheel" in terms of the most frequently-asked questions, to serve more customers faster.
Take a hard look at the 'psychological model' of your customers. Take the time to understand who they are and what their preferences are, so you can best support them. Use Parature Feedback and Survey to learn more about them. Then be ready to work your support portal to deliver. Parature Portal lets you customize your portal to the needs and preferences of your customers. Do your customers prefer graphics buttons and movies over text or static FAQ documents? Parature's fully integrated customer service software suite lets you do it all to get the most from self-service.
Finally, use Parature Report to best prepare for the next "it" event. It really boils down to doing "the right things right" for your company.
Parature customer Coremetrics used Parature to keep staff levels unchanged, while growing their client base a whopping 350%. Talk about reducing your cost of providing service!
Likewise, for Parature customer e-MDs even as their customer base grew they've avoided adding any headcount. In fact, since using Parature average resolution times decreased by 80%.
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