The first thing we wanted to do was to get a feel for the service we are providing, so we set about recording data related to this, that we could measure over time. These measurements include:
– Total calls taken
– Time we took to reply to these calls
– Time we took to resolve and close these cases
This data indicates the level of service we are giving and if it is improving or not. As you can see from the following sample of results (measured in September 2018), they show a significant improvement over the last year which I believe has attributed to our high customer satisfaction rates.
So we are responding to your queries faster and solving them quicker. Great, but how have we achieved this, well, we have invested heavily in new processes, technology, staff and training specifically in the area of customer support. The following will give you a taste of where this investment has been spent:
To get the best out of our support service please note the following points that can help us to help you: