Customer Experience

Every time this customer called his computer company’s support line, he made sure he had a book handy. In recent months since his new computer model was released, call hold times on the company’s 800 Help Line had gone from bad to worse, leaving customers increasingly frustrated, and many wondering why they purchased the computer at all.

Call Delays Fray Customer Loyalty

While the company’s Chief Customer Officer was aware that there had been some delays in service, she had no way to get a better read on the level of customer frustration, in order to respond to it.

Solution

With the help of the Clarabridge Content Mining Platform™ to “bubble up” consumer sentiment and complaints, the Chief Customer Officer was able to see that many of the inbound customer calls that were jamming the company’s Call Center were unnecessary, and could be easily resolved by online self-service resource. The company quickly developed and launched an online customer forum where customers could share information and answer each other’s questions.

Impact

Within weeks of the online forum’s launch, the volume of inbound calls to the company’s Call Center dropped dramatically. The Chief Customer Officer began to receive a steady stream of appreciative emails from customers grateful for the access to the new online User’s Forum and the immediate responses to their Call Center Calls.

One of those emails was from the customer, who was much happier to have his voice heard than to catch up on his reading.