It may surprise some people to learn that thirteen out of our thirty-five employees (almost 40%) are directly involved in the technical support department of Keystroke. It is far and away the single biggest and most expensive department within our organization, and one that not only reflects our commitment to customer satisfaction, but quietly goes about its business every day.

With such a large investment, we’ve naturally sought to gauge the satisfaction levels with our support services, and for years we’ve polled our customers with automated emails after each support ticket. While generally positive, this impersonal touch led to low response rates, so there were few insights to be gathered from such small sampling.

To correct this trend, we assigned a couple of staff to follow-up every customer with a personal phone call so we can properly gauge the satisfaction levels with our support service. This campaign started in early August, and after only a couple of months, these are the early results:

August -September 2019

  • Unique tickets followed up on: 321
  • No answer after multiple calls: 135
  • Customers reporting satisfaction with support experience: 152
  • Customers reporting dissatisfaction with support experience: 11
  • Customers whose ticket required a follow-up that is ongoing: 22

Our Report Card:

  • Satisfaction: 82%
  • Dissatisfied: 6%
  • Service Ongoing: 11%

While we always strive for 100% satisfaction, we accept that some problems are not fixable. Operating system issues, incompatible Office applications, or known bugs within the Act! program will frustrate our efforts to deliver a satisfactory resolution to a support issue, but we’re gratified that only 6% of the hundreds of people we spoke to reported an unsatisfactory outcome. It should be noted that each of those eleven that reported to be dissatisfied were escalated to the support manager for further follow-up.

Here is what a few of the satisfied customers had to say:

“I just wanted to tell you how happy I am that Nav assisted me with the installation of my 4 installs. I received great service and the scheduling went well. It is quite a big job coordinating all the installs and getting the remote database prepared. He went above the call of duty and I really appreciate his service!!”

“We have been very happy with the support we receive from Keystroke. The team has been very available whenever we have questions or need help. To know that we can rely on them to keep our CRM running sets them apart.”

“I wanted you to know how much I appreciated all of your help and the help of your great team.  They are all very professional and great to work with. Thank you!”

“Greg Davis gets a perfect score analyzing the issue and solving the problem. I've been busy sending out mail merges that work thanks to him. Great support!”

“We have been very happy with the support we receive from Keystroke. The team has been very available whenever we have questions or need help. To know that we can rely on them to keep our CRM running sets them apart.”

“Everyone at keystroke was extremely supportive and knowledgeable, thank you and have a great day!”

To learn more about our OrangeCare and VIP support plans, or to understand how our support services differ from those included with your Swiftpage subscription, please call 1-833-ACT-BOLD, or click either of the links in this paragraph.

2019-09-26 16:51:35
 
Comments List