Support Center objectives
Figure out if it's more cost effective to invest in fixing
sources of customer dissatisfaction than it is to invest in developing new
programs or products. Do this by linking customer to the business and find when
things are mutually beneficial. The cost of keeping a customer is lower than
the cost (5x lower sometimes) of acquiring a new customer. A Customer Service Representative CSR can
"generate" sales but a CSR has many duties.
Troubleshooting Cloud Applications with Yes/No questions
Problem: can't logon
ask user to try another machine question? (it must be the machine)
ask to try another user account on same machine? (it must be the user account)
ask user to try another application on same machine? (it must be the service)
ask user to try a different network (toggle off Wifi and use cellular 5G)? (it must be the cloud)
Match to company goals to increase company profits
Increase company profits by allowing other sales team to focus on sales to new customers
Increase profits by up-selling and cross-selling to existing customers
Improve awareness of customer preferences to then send to marketing or sales
Boost reputation of company as customer focused
