Service & Support Operations
While call centers and email remain common support channels for many companies, there is no arguing that social media is rapidly changing the nature of the relationship between producers of products and services and their customers. B2C and B2B customers alike want to be empowered through web-based information in the form of portals, blogs and wikis and are eager to share their experiences with brands (both positive and negative) with others.
Service and support organizations increasingly are becoming a key channel for marketing and product development teams to aggregate data about customers’ wants and needs for enhancements and new products or services. The long-evangelized ‘360 degree view of the customer continues to evade many companies, creating poor customer service experiences for many.
V2’s service & support operations capabilities include:
- Devise multi-channel service & support operations roadmaps
- Develop or refine company-specific service & support methodologies
- Identify inefficiencies in ‘Case to Resolution’ process flow across various channels including phone, email, web, chat or field service
- Improve content management for CSRs to more effectively and efficiently access relevant data to solve customer issues
- Enhance collaboration between service & support, marketing and sales organizations
- Analyze key service & support metrics through better data capture and systems refinement
- Help to transform service & support organizations from cost centers to revenue-generating departments
- Improve existing database segmentation for up-sell/cross-sell opportunities
- Evaluate best-fit service & support automation vendors
- Manage contract renewals more proactively and effectively
