Optimised blend of tech support and CX enables better, faster resolutions
Another tech support-related issue arose when associates took too long to resolve customer enquiries, frustrating customers and associates alike. Since TTEC had a long-standing partnership with the brand across the business, we were well-positioned to take a holistic view, identify roadblocks, and implement solutions. We provided 340 tech support associates who were based in five countries: the United States, Canada, the Philippines, Mexico, and Bulgaria. TTEC associates fielded several types of tech support enquiries for the company, including software
troubleshooting, hardware and device troubleshooting, help desk support, app and web troubleshooting, and warranty and recall assistance. Our associates were trained to not only provide great technical help, but also to treat customers with empathy – which is important, since many customers who contact tech support are frustrated from the outset. Their combination of technical knowledge and CX expertise enabled them to resolve enquiries faster.
90% CSAT
85%+ first call resolution rate
50+ NPS, exceeding expectations
RESULTS
6 | Expert support and proactive solutions drive CX growth
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