Defining the customer service experience

  • Cable Next-Gen Technologies & Strategies


  1. Avatar james 27/05/2010 @ 7:25 am

    Hi Richard,
    What about the initial overheads for deploying such a CRM system. How quickly can an operator expect ROI?

    • Avatar Richard Furby 27/05/2010 @ 7:35 am

      Hi James,

      Good question. This will obviously depend of the scope of the initiative that we’re supporting but we typically look to start delivering value within a 3 – 4 month timeframe so that an operator can start seeing return as early as possible. It’s not uncommon for customers to see a positive ROI within the first year of deployment, and I would expect that to be even earlier if operators leverage our cloud based solutions.

  2. Avatar Thomas Ng 27/05/2010 @ 7:44 am

    When customers call for enquiry, complaints. Is there effective way to measure or define KPIs for the customer satisfactions of enquiries or complaint handling ?

    • Avatar Richard Furby 27/05/2010 @ 7:54 am

      Hi Thomas,

      We try to measure this in a couple of different ways. Firstly, we have a tool for themore commonl satisfaction style survey where we’ll automate surveying a sample of all completed enquiries and complaints. Our tool allows us to do this multichannel, so it can be done as part of the closing of a chat session, by email, online, etc. But we also use a concept of “in resolution” feedback as a measure of satisfaction and effectiveness for solutions that customers can access through proactive and self service channels. Here, we simple record the effectiveness of the solution in resolving the problem to help assess a customer’s satisfaction and allow the customer to provide feedback (without ever making this mandatory) on both the effectiveness and the overall experience as part of the resolution process.

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