Support for the future
What is customer support? services that help customers make best use of a product Planning Installation Training Troubleshooting Maintenance Upgrading Disposal What is customer support?
What does good support look like? Fast Response time is PARAMOUNT Resolution time Friendly Accurate Accessible Transparent Known vs Unknown waits is PARAMOUNT Part Deux Efficient Doesn’t matter what business these things are the same Wendy’s analogy -Is the drivethru backing up, is the register backing up, is the toilet backing up
Current Support Liaisons CS bbaer@champsinc.com Ph: 352-795-2362 Ext. 230 npilsbury@champsinc.com Ph: 352-795-2362 Ext 231 Web tracker.champsinc.com slehmann@champsinc.com Ph: 352-795-2362 Ext. 227 aebersole@champsinc.com Ph: 352-795-2362 Ext. 239 bj@champsinc.com Ph: 352-795-2362 Ext. 232 Currently you are used to calling in and speaking with us. Nothing wrong with that. But, maybe you don’t have the time to sit on the phone or to schedule a call. Maybe one of these individuals is currently busy. Emails can get mixed up and confusing, people being CC’d and un CC’d can sometime get confusing and doesn’t create a seamless progression of a support request.
Tracker I’m skipping the login part, but you login and click a button and here you are
Tracker
Tracker
Zendesk Multi-channel Ability to label departments and collaborate Analytics to evaluate and improve our customer service Creates a seamless progression of a support request
Fast Friendly Accurate Accessible Transparent Efficient Response time is PARAMOUNT Known vs Unknown waits is PARAMOUNT Part Deux Resolution time Fast- With Zendesk we will be able to lower response time to your queries Friendly – Accurate – Easier access and availability of entire conversations will increase accuracy - Also, integration with Microsoft’s Visual Studio will make linking codebase changes with specific tickets possible. Accessible – Omnichannel. This is a big one. With Zendesk we will be able to make ourselves more accessible that we have ever been. Transparent – with a centralized area for all data relating to a ticket we can all see what is happening and why. Efficient – All of these things together should increase our efficiency. We won’t have to maintain this product so as Zendesk adds feature we will be able to take advantage of them.
The bottom line We want to you happy We want to grow our relationships We are improving customer service and oversight of customer service
Questions?
Activity You will be divided into teams of Attendees and CHAMPS Employees Two teams will move to other locations You will be given a bag with your directions and supplies