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Tips to effectively work with Technical Support

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.

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Walker Weekly

Walker is a consulting firm specializing in customer experience. Helping businesses for more than 75 years, Walker’s diverse team of consultants provides tailored, comprehensive solutions to help companies achieve their business objectives and grow shareholder value. Walker specializes in customer retention and growth, using predictive analytics and other innovative approaches. Walker works with some of the world’s most influential businesses as well as emerging organizations of all sizes. For more information, please visit www.walkerinfo.com.

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