Autodesk Improves Customer Satisfaction and Self-Service Offerings
A few years ago, Autodesk formed a Customer Insights team responsible for ensuring that customer needs and feedback drive business decisions and processes. Specifically, the software company wanted to know how customers felt about a change it had made in how it sold its products and to make sure its product offerings were continuously aligned with its customers’ fast-evolving needs.
With Clarabridge’s help, Autodesk can now automatically analyze customer feedback from multiple surveys and online sources to determine support satisfaction and product-specific insights. The Customer Insights team leverages Clarabridge to analyze high-volume responses to open-ended survey questions, identify “hot topics,” uncover feedback trends, and evaluate the support team’s performance. Furthermore, a culture of customer empathy has emerged across the business, and departments are proactively using customer insights to deliver on customer satisfaction and loyalty.
- A decrease of 9% in support cases compared to the previous year due to improved web-based support and learning resources
- An increase of 34% in unique visitors to Autodesk’s web-based resources
- Millions of dollars in savings in case handling
- Overall higher satisfaction among customers
By overhauling and improving its web-based support and learning resources, Autodesk started seeing a decrease in support cases by 9% compared to the previous year. More importantly, it saw customer satisfaction levels increase, while the volume of support cases decreased.
TDECU Uses Interaction Analytics to Inform Business Growth and Be “Anytime, Anywhere” For Its MembersLearn More
Vera Bradley Reduces Response Times and Boosts Social Customer Service
Learn how Vera Bradley is using Clarabridge to improve social customer service, increase efficiency in the contact center, and help every employee understand how they impact the customer experience.Learn More