1. Support for the future

2. 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?

3. 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

4. Current Support LiaisonsCS
Ph: Ext. 230
Ph: Ext 231
Web
tracker.champsinc.com
Ph: Ext. 227
Ph: Ext. 239
Ph: 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.
s 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.

5. Tracker
I’m skipping the login part, but you login and click a button and here you are

6. Tracker

7. Tracker

8. 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

9. 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.

10. The bottom line We want to you happy We want to grow our relationships
We are improving customer service and oversight of customer service

11. Questions?

12. 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