The existing customer support function of the client for BI operations and support activities had to be re-hauled for more transparency and accuracy. There was a need for improving the support turn around time as well, as customers expect quick resolution of their queries. To sum it up, the client needed an efficient and accurate support process that could handle the seasonal call volume changes efficaciously, while reducing the operating costs and turn-around-time, to ensure better customer service and higher customer satisfaction.
Espire set up a dedicated team to address the client’s requirements. The team performs the following activities for the client:
- Accepting service manager call from customer
- Resolution as per the priority/severity levels
- Preparation of the knowledge base item of Service Manager Calls for future reference
- A robust and responsive customer support ecosystem
- Improved support turn-around time for customers
- Higher customer satisfaction and retention