People in Technical Support roles need immediate access to customer information that will help them understand previous issues as well as the customer’s perspective on how each issue was resolved. They must receive timely and relevant feedback after each case to understand if they are meeting customer expectations and if they need to modify their interactions with customers. In working with Technical Support, you should:
- Deliver in real-time – Deliver intelligence in ways that it is easily accessible and up-to-date.
- Make it seamless – Whenever possible integrate customer intelligence into the tools they already use. They won’t have time to log in to separate applications.
- Provide dashboards – Use methods that are quick and easy to decipher. Online dashboards and easy-to-read summary reports that point out the most relevant information will help them quickly get to the information they need.
- Proactive – Profile customers reporting issues, so they can anticipate the volume of cases and potentially contact customers before they experience issues or problems.