3 Steps to Creating Personalized Customer Support Experiences | Citrix Online-White Paper

3 Steps to Creating Personalized Customer Support Experiences
from Citrix Online

White Paper

Description:
A “one-size-fits-all” approach to service doesn’t recognize what is unique about each customer. Tailoring support interactions to fit the specific circumstances of an account can not only increase customer satisfaction, but will also increase revenue by giving special attention to accounts at certain sales milestones (renewals, pending deals) and by extending highly contextual upsell/cross-sell offers when appropriate. Companies hoping to introduce more elements of personalization to support interactions must increase the relationship aspects of technician training, create an agent desktop making all relevant customer details easily accessible, and invest in technology for personalized offers and account guidance. This new SSPA white paper reveals strategies for creating personalized customer experiences.

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For companies that have invested in agent training and have consolidated agent access to customer data, there is advanced technology for delivering personalized customer experiences used in the consumer world that can also be applied to enterprise support. These systems scan the historical information for a customer or an account and make real-time recommenadations to support engineers on next steps, offers to extend, or critical account details they should be aware of. Some options include:

Account warnings. This capability is included in most incident management systems, allowing you to manually tag an account to prompt anyone who accesses it with a message. For example, flashing “Renewal in progress” when a tech support agent opens a case for the account. Though this approach requires manual intervention to add, edit and remove account warnings, it is a low-tech approach for putting critical account information front and center to anyone touching the customer...

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