Remote Support by GoToAssist

Did you know there is a survey tool built right into GoToAssist Corporate? This means you can automatically survey your customers immediately following remote support  incident. The survey tool is customizable so you can track the metrics important to you and your business. Metrics you can track: first-contact resolution (FCR), customer satisfaction (CSAT), customer loyalty and the return on your investment of a remote support tool (ROI).

There are lots of benefits associated with pushing transactional surveys out to your customers, here is a quick overview:

• Improving customer retention leads to improved revenues. Just read Fred Reichheld’s book, The Ultimate Question. He says “Acquiring a new customer can cost 6 to 7 times more than retaining an existing customer.”
• Measuring your performance allows you to take immediate action to improve your performance. Transactional surveys are sent just after the session. You can review all survey responses. This is an opportunity for you to turn things around for customers who had a negative experience, to praise your reps when things go well or coach them if they need improvement.
• Socialize your metrics. Share your improvement scores with your executive team and your reps. Everyone will be thrilled to hear how you improved FCR by 30% saving the company $100K or more. Or that your improved CSAT by 20%. And make sure you calculate and share your ROI.

There is alot more I could say about surveys. If you want to learn more, please contact your account manager. If you don’t know who your account manager is, call 800-549-8541 to find out.

Tags: customer surveys, satisfaction, loyalty, fcr, roi

This entry was posted on September 30, 2009 at 9:46 am and is filed under Product Info - Corporate. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.