May 2013 HDI CSI Service Presentation

www.ThinkHDI.com ©2012 HDI. All Rights Reserved.

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Access code: 785-5353 #


Presented by Rachel Leonhart

Account Executive, HDI CSI Service


What is CSI?

In a nutshell… CSI is a web-based software-as-a-service product that enables support centers to:

• Survey customers about their satisfaction

• Trend and benchmark results against internal goals as well as other CSI subscribers in the your industry and overall

• Monitor analyst performance

CSI answers these important questions: • Are your customers satisfied with your services?

• How do your customer satisfaction ratings compare to others in your industry?

• Which analysts are your top performers?


Benchmark

Statistics

Reports

Alerts

Secure

Validated

HDI teamed up with 47 technical support practitioners and customer satisfaction experts to develop a tool to help support center managers to MEASURE, TREND, and BENCHMARK the satisfaction with their support centers from the customer’s perspective.

The Solution?

HDI Customer Satisfaction

Index Service

Measure, Trend, and Benchmark


Benchmarking Made Easy

• Real-time indexing for up to date benchmarking! • Compare your results to your goals, your industry, and all CSI subscribers. • Results for individual subscribers are kept private!


Vital Statistics

• Dashboard displays vital survey statistics. • Easy access to a wide variety of reports. • Quickly retrieve your survey numbers & response rate.


• Dashboard provides statistics at-a-glance • Reports are easy-to-read and distribute • Can be viewed on demand real-time and scheduled for delivery • Reports are easily exported to Word, Excel, and PDF • Reports include trending graphs • Raw data can be easily exported

Robust Reporting


Monitor Agent Performance

• See customer satisfaction results for all agents at a glance! • Drill-down into results for each agent by month. • Get the data you need to motivate agents and improve performance!


• Easily set the alert parameters

• Designate one or more recipients to receive alerts by email

• Alert notifications are sent when survey responses meet defined criteria

• Alerts notification are sent in real-time when survey responses are received

Powerful Alerts


• Tested and proven validity of five standard questions for benchmarking. • Response scale tested and modified for clarity. • 30% average response rate. • Survey is short and conveniently web-based.

HDI CSI Questions: 1. The courtesy of the analyst? 2. The technical skills/knowledge

of the analyst? 3. The timeliness of the service

provided? 4. The quality of the service

provided? 5. The overall service experience? Plus up to TWO custom questions!

Optimized Survey Design


• Works seamlessly with most incident systems • Requires no new software and little ongoing maintenance

Step 1 Complete your Company Profile

Step 2 Add Your Contact or Support Centers

Step 3 Customize preferences (optional)

Step 4 Configure Ticketing System

CSI can be configured in as little as 30 minutes! On average, most subscribers take about a week to complete the setup and learn the system.

Easy to Set Up


• Client’s ticketing system administrator creates a basic XML email notification to be sent when tickets are closed.

• Ticket data is mapped to the XML fields.

To: CSI System

From: Client Ticketing System

Fields:

*Support Center ID

*Incident ID

*Customer’s Email Address

*Date ticket was closed

First Name

Last Name

Description

Simple Configuration


• Temporary data is encrypted in a secure server environment • Controls determine how often someone is surveyed • Full-featured opt-out function

How CSI survey requests are sent:

Ticketing System

After a ticket is resolved, an XML

email is sent to CSI

CSI

Selects closed tickets to be

surveyed based on preferences you set

CSI

Survey request is sent by email to

selected customers

CSI

Survey recipient accesses online

survey through link in email

Privacy & Workflow


HDI Gold, Platinum, and Platinum Plus Members Member price - $2,995 per year

Other Membership Levels and non-Members List price - $3,495 per year

Purchase or Upgrade to HDI Gold Membership to Take Advantage of Member Pricing!

Just $495 per year

Pricing


Try CSI for Three Months FREE!

Go to www.thinkhdi.com/

csi

Click

“Try It Free”

button

http://www.thinkhdi.com/csi

http://www.thinkhdi.com/csi


For More Details

Rachel Leonhart

Toll-free: 800.248.5667

Direct: 719.785.5353

[email protected]

mailto:[email protected]

www.ThinkHDI.com

Q & A?

• How can I get a copy of this presentation?

• Can I change any of the standard questions?

• If I decide to purchase, do we get any additional training?

©2011 HDI. All rights reserved.

May 2013 HDI CSI Service Presentation

Technology

Transcript of May 2013 HDI CSI Service Presentation