Comments
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Hi Matt — we are using Qualtrics platform for conducting surveys. We have it integrated with SalesForce. Once a case is closed SF send the signal to Qualtrics to send out a link to survey hosted by Qualtrics. Once a respond is received it gets captured in a Survey Object in SF related to the case. We have a more detailed…
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Hi Dale - One thing I have learned is that Support offering, and delivery is very specific to the business (what is the business offering and how is it delivered) and industry in which business operates in. I am not aware of any industry standard way to value each component in a support offering (except to ask directly in…
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We had built in TLR metric (third level response). In our process it starts the counter when the case is put in a sub-status corresponding to seeking help from the Third Level. The clock runs until a response is received (could be anything -- an answer or a fix, and the case owner (client facing person) changes the…
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Hi @Jaakko Above posts cover the front-end considerations sufficiently. I can provide some insights on how to follow through for support: It is important to make sure you have a defined program to provide support for the customized part of the solution. Prior to creating a defined offering, we had multiple one-off…
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Hi Erika -- We have a complex support structure and have experimented over years many different structures, processes and policies. Open for discussion -- we can set up a time at a mutual convenient time. Samir
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To add to Neal's point -- it is a major investment of time and effort to monitor it if it is not automated to a large extent. Depending on geographies and industries served, this can become a very consuming activity. One other thing we have noticed is that even for support this may require more than simply training the…
