ProVu Support Task Tracking
Along with taking on two new recruits to the ProVu Technical Team, ProVu are continuing to update our internal systems. Particularly those we use for keeping track of customer requests.
This is now being rolled out to all customers and will ensure our reputation for first class technical support is even further enhanced. All calls are now logged, recorded (with ProTalk Sark call recording!) to ensure we keep our eyes firmly on the ball. It also allows for us to provide better feedback of issues which may arise to our suppliers.
The changes have been implemented in order to further improve our customer support and reduce response time.
Below, we've listed some reasonings behind this new implementation.
Improvements We Wish to Make
- Follow status of every enquiry.
- Assign a ProVu team member responsiblity for a task.
- Avoid two people working on the same problem without realising.
- Reduce response time, especially on basic technical questions.
- Prioritise genuine urgent enquiries over more general questions so customers aren't waiting.
What We Have Done
We now track specific incidents through our systems. A full set of notes can be recorded against any enquiry.
One area where we have to be careful is that many of our competitors refer their customers to us to solve problems that they cannot solve themselves. Well, while this is flattering, we are not prepared to help others at the expense of helping our real customers. Our systems now can immediately indicate the status of any hardware query to make sure that we are helping the right people.
FACT:
People ring up asking for `technical support` with enquiries that can be best answered by our sales team. All our sales team have a good understanding of basic technical issues. Interestingly, 90% of technical enquiries can be answered by anybody who works at ProVu.
Differences the Customer May See
When you ring up with a support question, you may be asked to provide some basic details. You will then get a call back from a technician.
- The ProVu team member you are talking to might know the answer straight away.
- Our technical team often give better answers given 5 minutes to research and think.
When an enquiry is raised, you may also get an email with a reference number. This is your key so that if you reply with further information, then it goes directly to the person working on your problem.
The Future
We intend to:
- Provide faster, higher quality answers to our customers.
- Measure our response rate to customers.
- Measure support time spent to each customer.
- Provide better feedback to our manufacturers, so that they can improve their product.
Also now up and running is the ProVu Technical Blog
The blog contains all the frequently asked technical questions we answer on a daily basis or any interesting solutions we come across to common issues will be blogged.
The technical hints blog will become a useful resource as your first point of call when any technical issues arise in order to solve your troubleshooting questions, as we add more and more content.
There are also fields to comment on topics to voice your opinion on a subject or to ask further questions.
The blog will become a useful resource for your troubleshooting questions. Your enquiry may have already been answered and documented here.
All the above changes are intended to improve customer service. If you have any questions or comments, please do come back to us - we value your feedback.
