| | 9 NOVEMBER 2025exactly how to solve your unique concern, specific to your application. Magical!At Hunter Douglas, we strive for a one-contact resolution, as this model would most often provide. The vision we are currently working toward imagines the following: When the user contacts us, our Customer Support Representative (CSR) will be aware of what steps the customer has already taken to troubleshoot the issue, including what path they took to get to their results and what options they selected throughout the process. Let's say you tried resolving the issue on your own, but you still have a question. The website will direct you to work with a live agent in customer support. When this happens, the assisting CSR can glean metrics, most helpful for understanding where someone is getting stuck¬ and determining the reasons for why that may be happening¬¬. Before even speaking to the customer, the CSR receives the contact information and, instead of having to ask the customer to explain the situation again, is already aware of the product details, as well as the steps the customer has already taken. By already knowing the product details, the CSR can answer additional questions and provide further guidance without needing to gain additional insight. When the CSRs are provided insight into historical data relating to the situation, they can more easily pick up where the customer last left off, saving time and simplifying the overall customer experience. This process also guarantees cohesiveness by ensuring all representatives follow the same process every time. Instead of guessing as to what the next best troubleshooting step may be, employees will have the most accurate and efficient workflow in front of them, integrated right into their Customer Relationship Management (CRM) records. We are in the process building this model now. When finished, Hunter Douglas will be able to gain valuable and detailed insights into an array of topics within the business, including specific product concerns and potential software glitches. If there are recurring issues being communicated through the web solution, this is often emblematic of a larger problem. The company can take this data, and decide how to handle the concern, whether it be through product testing, software upgrades or improved instructions. By being able to address concerns methodically and promptly, more problematic issues can be prevented, and superior customer support can be achieved. This solution provides customers with the opportunity to be the hero of their own story, just like in CYOA books. By being served options that are relevant to them, customers can more easily navigate toward a resolution, eliminating the need for excess the time and effort on their part to get there. Ease of use, cohesive and dependable information and fast resolution times all guarantee that this method is the future of customer support and online help. By being able to address concerns methodically and promptly, more problematic issues can be prevented, and superior customer support can be achieved.
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