The client, a leading software company, had a vision to create a best-in-class customer service program to deliver an agile, adaptive, predictive, and proactive experience for small- to medium-size business owners of its operating system. This initiative was a key component of the go-to-market strategy focused on user experience and product adoption.
Technical support representatives are at the front lines of customer experience. They must have a rich knowledge base at their fingertips and the right approach to customer needs. A bad technical support experience can spread through social media like wildfire, damaging a company’s reputation. In establishing the managed service technical support team for the client, Experis emphasized a highly collaborative, “one team” mentality, and established a collaboration platform to provide real time communication and coordination among the large, dispersed team.
Managing the recruiting, onboarding, training, and retention of technical support team members globally, Experis established a team of more than 450 people. In addition to the front-line service group, a training team provides continuous skill development and a quality team measures performance and addresses opportunities for improvement. A NEXT Team of senior engineers works directly with the client’s engineering team for service escalation as well as product improvement and development.
Managing schedules across multiple teams, Experis developed a scalable solution to support a worldwide 24/7/365 technical support operation. As the preferred vendor partner with this client, Experis created a solution to bring the client’s vision of bringing to life a best-in-class, white-glove support service for business customers. Experis also reduced cost by managing the recruiting, onboarding, and training process for this large team and in quarterly business reviews, Experis consistently exceeds the client’s customer satisfaction goals.