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Conference Presentation

Support Services Metrics

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During this 60-minute Short Burst Breakout session you will hear the following two presentations:

The Effortless Experience: Practical Steps to Reduce Customer Effort and Increase Customer Loyalty
Presented by Alex van Dijk, Dell EMC  

Do you want to differentiate your service from your competition and earn your customer’s repeat business? This session will reveal the critical role of the Customer Effort Score in driving customer loyalty and will provide you with practical steps to start reducing your Customer Effort Score (CES). As customer service becomes increasingly commoditized (Google, YouTube, DIY, etc.) we have the opportunity to differentiate our offerings by reducing the customer effort required to get world-class service. In a nutshell: “If you make it easy, they will stay; if you make it difficult, they will go." After decades of optimizing customer service around internal efficiencies, we are redesigning our processes to focus on delivering value to the customer. What are they trying to accomplish? How do they want to engage our services? The recipe for an effortless customer experience is to provide a simple and flexible engagement model that delivers proactive, predictive, and personalized service. 

Kaspersky Online Customer Success
Presented by Yuliya Tikhomirova and Artem Petukhov, Kaspersky Lab

No matter how much we wish our customer-product interaction were seamless, issues may arise that will require external help. Our aim as a support division is to make this interaction smooth. In order to provide an excellent customer experience, we keep in touch with the support engineers, update the knowledge base, monitor search queries, add new services to the site, and last but not least, we measure how we are performing. The metrics we collect grow exponentially, and to keep afloat we had to select the major metrics from this sea of KPIs. That is why in order to be able to monitor how the support site is doing, we grouped the four major metrics into a formula that evolves with time as new constituents are added. Each time we tweak a metric, the result may degrade, but this also highlights a weak spot that need to be fixed. In this session, you’ll learn how Kaspersky came to be where we are now, although our journey is not over yet. 

Presented By:

Yuliya Tikhomirova

User Experience and Web Analytics Group Manager, Kaspersky Lab

Alex van Dijk

Director, Knowledge Enablement, Dell EMC

Artem Petukhov

Head of Knowledge Management, Kaspersky Lab

Publish Date: May 2, 2017

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