Customer Support

Support: The Cornerstone of the Customer Experience

More and more companies are recognizing that support drives the entire customer experience. Inevitably, how a company provides support dictates customer satisfaction and loyalty.

 

More and more companies are recognizing that support drives the entire customer experience. Inevitably, how a company provides support dictates customer satisfaction and loyalty.

We have the in-depth knowledge to help companies transform their support operations, whether it‘s supplementing current operations with new processes and technology or creating a support operation from the ground up. Here are just a few examples of where CG Advisory’s specialized knowledge can help:

  1. Optimization of the Self-Service Experience: CG Advisory is on the forefront of self-service methodologies that optimally blend human-assisted (“live agent”) support with self-service capabilities, simultaneously addressing both cost and customer satisfaction. We have helped companies implement effective, customer-pleasing chat solutions, bridge internal and external content management to simultaneously help both the customer and the agent, and reduce overall costs by applying an agent’s time exactly where it is needed.

 

  1. Application of Remote Control Technology: Uses for remote control have advanced beyond simple break/fix problems. It is now being used to help customers derive more value from the product or service they are using through real-time, human-assisted help. Our expertise on projects such as structuring effective mobile remote support, applying video support through the use of the consumer’s own device, and selecting the best vendor for your remote support application can save you time and money while producing the best outcome for your company and customers.

 

  1. Improvement of Customer Experience Analytics: Most support operations only scratch the surface of the benefits they could be deriving from their support data. CG Advisory has a broad range of analytics experience, including assessing current analytics tools, dissecting and mining existing contact center data to produce actionable insights, and implementing more effective customer survey methodologies.

 

If you‘re interested in improving your support capabilities, please give us a call. We are eager to learn about your current operations and provide the benefit of our hard-won expertise to assure that your customer service efforts contribute to bottom-line business goals.

CGA Support Experience

Elizabeth Cholawsky is the former CEO of Support.com (NASDAQ-SPRT), one of the world’s most respected customer support companies, and was also head of contact center operations for the Citrix SaaS (“GoTo…”) division.

Lee Gruenfeld designed the Citrix SaaS division’s contact center live-agent system and built the customer support operation for a new division of NewWave Automation (since acquired by Global Cash Access).

On average, happy customers tell 9 other people about their experience.


Unhappy customers tell 16 people.


And for every customer who complains, 26 others don't say anything.

The probability of selling to an existing happy customer is 14 times higher than selling to a new customer.

86% of customers will pay more for a better customer experience.

82% of customers have left a company because of a poor support experience.

91% of customers would use a self-service, online data base if it were properly tailored to their needs.

 

Read Lee's Newsmax.com column about why support is so critical in a connected world.

 

Cholawsky & Gruenfeld offers a one-day customer support assessment that is the perfect kick-off for improving your ability to serve and retain your customers.