SAN DIEGO, Oct. 18, 2016 /PRNewswire/ -- In a move emblematic of the company's laser focus on online excellence, Genesis Digital has replaced its old phone-support system with a smart, customer-centric support site experience. This experience focuses on capturing customer data for tickets and live-chat to provide faster, more accurate answers than a blind-call phone experience.
"In terms of results for customers, there's no contest: online support absolutely crushes the outdated call center model," Customer Success Director Samuel Cooper explained. "We see faster response times, higher satisfaction, and better resolution rates. The fact is, knowing who your customer is before you start talking lets you anticipate their needs in a way you just can't do with traditional phone support."
The Genesis Digital Support Site does boast impressive data collection abilities. Just by asking for help, a customer on the support site automatically empowers CS with:
- GeoIP information, useful for troubleshooting network issues
- Account records, critical for resolving billing issues before they even occur
- Contact history, essential to understanding ongoing needs
The Support Site also uses predictive text analysis to offer self-service alternatives to customers who just need the right information. "There's no substitute for having the answers at your own fingertips," Cooper explains. "By putting the support site front and center, we're able to empower our customers directly with the information they need instead of forcing them to call in."
According to him, this is just the tip of the iceberg. Focusing on the online business will allow the department to drive their already impressive Service Level targets closer and closer to zero wait-time, a goal Cooper describes as 'Just-in-Time' service delivery. What's next after that?
"Live Chat," he explains.
"Live Chat gives customers the immediacy of a phone call with the intelligence of an online ticket. We already offer Live Chat to customers who are struggling to find an answer, but we can do more. In the next few months, expect LiveChat to become THE primary way we deliver service."
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Genesis Digital, LLC is a San Diego based E-Commerce SaaS company serving 30,000+ customers since 2013. www.genesisdigital.co
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