CUSTOMER SUPPORT CAN DIFFERENTIATE YOUR CUSTOMER EXPERIENCE
HOW A BRAND SHOWS UP WHEN THINGS GO WRONG WEIGHS HEAVILY ON THE CUSTOMER’S PERCEPTION OF THE BRAND AS A WHOLE.
The support experience, customer service, and customer care, play an incredibly important role in a Customer’s Experience of a brand. Through in-depth research using system data, customer feedback and discovery sessions with IT leadership, Agents, Customers and Users we used our approach to create a Support Experience Index that covers 70 attributes across 7 factors. We look at capabilities and competencies, integration between people, data and touch points, and the level of connection and trust.