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J.D. Power Certified Assisted Technical Support

J.D. Power Certified Assisted Technical Support

TSIA & J.D. Power's new certification program allows you to bring the power and recognition of the J.D. Power brand behind the contact methods used most by your customers – phone, email, chat and online web form case submission.

Why Enter the Program

Engaging in Certified Assisted Technical Support certification can be used to:

  • Bring credibility and authority to the quality of your assisted support. The J.D. Power brand offers meaningful recognition that can boost sales, margins and awareness of your high level of customer satisfaction.
  • Create a manageable quality recognition step. Initiate Certified Assisted Technical Support certification as part of a strategic path toward the broader J.D Power brand, CTSS, without overwhelming your staff.
  • Develop a model of excellence. Certified Assisted Technical Support certification provides a model of operational efficiency and customer satisfaction that can be replicated across various other support channels.

How the Program Works

To achieve certification, your Assisted support delivery locations that represent at least 80% of your Assisted support case volume are audited by TSIA against our industry best practices. Assisted support is defined as phone, email, chat and/or web form technical support.

In addition, the Certified Assisted Technical Support program measures the level of excellence in delivering Assisted customer satisfaction. J.D. Power conducts Internet-based surveys with customers that have had a recent Assisted support experience, and then compares your results to their customer satisfaction benchmark index. Your organization's customer satisfaction rating must be in the top 20th percentile of customer satisfaction scores to qualify for certification.

Once certified, your organization can use the J.D. Power Certified Assisted Technical Support brand for one year in a variety of marketing channels. Certified member companies can market the certifications through approved:

  • Websites
  • Mailings to B2B customer and prospects
  • Advertising in trade magazines/newspapers
  • Banners in the support locations
  • Email signatures
  • Warranty and support guides
  • Sales tools
  • Trade shows