A CASE STUDY:

DEDICATED TO THE IMPROVEMENT OF THE CUSTOMER INTERACTION

INTERNET HELP DESK PERFORMANCE IMPROVEMENT:
STRENGTHENING YOUR CUSTOMER EXPERIENCE

This OneSupport client experienced record growth in high-speed internet connection sign-ups with a 31% annual increase in subscriptions, leading the US in growth. In order to effectively support this rapid growth, there would be significant investment in capital expenditure and labor costs. The cost concerns related to adding a large permanent labor force were challenging for this client because locating and retaining a large internal support workforce was difficult to predict and prohibitively expensive.

Scaling internet help desk operations to meet the support requirements of this growth proved to be a daunting task for this client. Initially, the client’s operation was supporting all data products for both business and residential customers. As the result of this explosive growth, this client was unable to keep pace with the increased call volume that new subscribers were generating. This challenge was reflected in high abandon rates of 20%, and with calls being answered with an average hold time of 7.5 minutes. The lack of customer accessibility to the support team was an impediment to sustained growth in the competitive HSI market for the client.

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CASE STUDIES

One of our clients was set to launch a gigabit Internet service. They sought our help with the goal of providing a consistent and memorable experience for the customer every time they called, whether it be for obtaining general information, signing up for new service, billing questions and making payments, or requesting technical assistance.

In order to help the client achieve their goal, we set out to create a differentiated customer experience using a universal agent model capable of handling any type of issue from retention or bill pay to basic and advanced technical support for video and data services. This model achieved significant success leading to industry recognition and exceptional customer satisfaction.

WHITE PAPERS

In conjunction with management discipline and expertise, we have helped our clients meet their goals year after year. Many of our clients share common goals. Primarily, they would like to provide the best service to their customers for the lowest price while building strong relationships with customers who become brand advocates. This white paper will illustrate a correlation between reduced AHT and increases in sales conversion and resulting improvements in Net Promoter Score (NPS).

We have helped achieve higher customer loyalty ratings for many companies by showing them firsthand how providing an unforgettable customer experience can lead to higher retention rates and open the door to other channels of revenue.

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