Date: October 21, 2015

Author: Dave Carlson - MobileIron

Technical support departments are constantly looking for ways to provide better, faster support. High-priority cases get worked and lower-priority cases tend to sit for long periods of time. But how does a growing B2B company with increasing case volume keep up without having to add headcount? We know that some of our top customers and partners are as knowledgeable about our products as our support engineers. By using crowdsourcing software we are able to route support tickets to these experts to answer basic questions and have been able to deliver faster responses thereby increasing customer satisfaction.

Applicable Disciplines:
Support Services

Growing Customers; Services Transformation; Customer Success; B4B; Business Outcomes

Functional Areas:
Operations;Service Delivery;Strategy