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Remote Access Software Improves Timeliness of Service
Date: 12/18/07
Summary: Remote control software reduces call handling times and first call resolution rates
Timeliness of service received lowest ratings in customer satisfaction survey by the Help Desk Institute
A recent survey conducted by Help Desk Institute (HDI) revealed that timeliness of internal and external technical support is the element of customer satisfaction with which customers are least satisfied. Bomgar's remote access software consistently improves call resolution rates and may be the solution organizations need to increase customer satisfaction scores.
The study, conducted April through September, 2007, reviewed the results of over 250,000 customer satisfaction surveys from 200 plus support centers in 144 companies spanning 28 industries. Ninety-three percent of the centers are in the U.S, and each supports from 50 to 100,000 customers.
The satisfaction performance metrics covered in the survey questions included courtesy of the analyst, technical skills/knowledge of the analyst, timeliness of the service provided, quality of the service provided, and overall service experience. Although the surveys indicated a high rate of satisfaction overall, timeliness of service received the lowest ratings.
Bomgar, providers of the only appliance-based remote access software, has consistently improved incident resolution rates. Customers have reported total call times decreased by 20 to 90 percent, first call incident resolution increased by 20 to 85 percent, and escalation to second tier support was reduced by up to 90 percent.
Improvement in call handling times, first call resolution and call escalation are benchmarks for fast service. They allow the customer to get his technical problems resolved quickly so he can get back into production.
Thousands of organizations have turned to Bomgar's remote access software to improve these vital customer satisfaction metrics.
For more information on how you can improve the timeliness of service to your customers and thereby improve customer satisfaction rates, visit the Bomgar website. You can also watch the Bomgar™ 10.0 Release Webinar with Nathan McNeill, VP of Product Management, for a complete guide to the newest version of Bomgar's remote control software solution.
For further information, contact Melissa Taylor Dent at 601-519-0139, mdent@bomgar.com.
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