GoToAssist Corporate White Paper Sample

Not long ago, the common working definition of “great support” was something like “the best we can do in the cheapest way possible.” That’s classic cost-center thinking, and for a lot of service businesses—think WalMart and discount airlines—it can be a pretty successful strategy. But for many technology companies, the growth of fee-based services and loyalty based marketing have radically transformed this cost-focused approach. Increasingly, the goal for support organizations now is to stand out from the crowd, to deliver a knock-their-socksoff experience, to be “world class.”

Being proud of your service quality is always more fun than nickle-and-diming the customer, of course. And there are lots of examples in daily life that show high payoffs from extraordinary service. The fanatical helpfulness of a Nordstrom’s or a Ritz-Carlton, the legendary Avis “We Try Harder” campaign, FedEx’s near-perfect on-time delivery record, and the top-to-bottom friendliness of Southwest Airlines—have all helped turn commodity, cost-centric businesses into market leaders…