September 2013 HDI CSI Service Presentation

© HDI 2013. All Rights Reserved

Audio Dial-in: (866) 740-1260 Access code: 785-5353 #

Did You Know…

HDI is the leading professional association and certification body for technical service and support professionals. Facilitating collaboration and networking, HDI hosts industry conferences and events, produces comprehensive publications and research, and connects solution providers with practitioners, all while certifying and training thousands of professionals each year.

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CSAT Metrics

Want to talk about other customer satisfaction survey methods? Contact me for more information on: NPS – Net Promoter Score • Measures customer loyalty • NPS asks the question, “How likely are you to

recommend us to a friend or colleague?” CES – Customer Effort Score • Measures the customer experience • CES asks the question, “How much effort did

you personally have to put forth to handle your request?”


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Did You Know…

0% 10% 20% 30% 40% 50% 60%

Higher Ed

Retail*

Software

Outsourced

Manufacturing

Financial Svcs

Government

Healthcare

Insurance

Percentage with "very satisfied" customers

Percentage with "verysatisfied" customers

*includes Food and Beverage

Based on the HDI 2012 Practices & Salary Report


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Language Support

Global presence? No problem. The HDI CSI Service currently supports 27 different languages for survey delivery. Contact me for a listing of languages, or visit http://www.thinkhdi-csi.com/About.aspx to send yourself a sample survey in the desired language.

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http://www.thinkhdi-csi.com/About.aspx




Customer Satisfaction Index Demo Presented by

Rachel Leonhart Account Manager, HDI CSI Service


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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?


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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

Benchmark

Statistics

Reports

Sampling

Alerts

Validated

Easy Setup

Secure

Measure, Trend, and Benchmark


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Benchmarking Made Easy

• Transforms CSAT from just-a-metric to a KPI! • Compare your results against four different benchmarks • Real-time indexing gives you the most up-to-date information • Results for individual subscribers are kept private

49% of support centers who measure customer satisfaction levels are at very satisfied. How do

you measure up?

The HDI 2012 Practices & Salary Report www.thinkhdi.com


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Vital Statistics

• Dashboard displays vital survey statistics

• Quickly retrieve your survey numbers & response rates

• Check out report statistics at a support center or organization level


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• Can be viewed on demand or scheduled for delivery • Reports are easy-to-read and distribute • Reports include trending graphs • Reports are easily exported

Robust Reporting


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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!


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Control Your Sampling • Easily calculate your sampling percentage

• Set your own desired sampling percentage

• Control the number of surveys that are delivered per day and per user


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• 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

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• Accurate customer satisfaction measurements are important • Some challenges, customers may fill out incorrectly or accidentally

select negative rather than positive • Enable survey amendment feature, allows customers to resubmit survey

within a certain timeframe that you set

Survey Amendment

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• Tested and proven validity of five standard questions for benchmarking • Response scale tested and modified for clarity • 25-30% average response rate • Survey is short and conveniently web-based

Optimized Survey Design

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 per group!

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• Add up to two custom questions per support center • Can track on additional agent info, incident, or other metrics

Custom Questions

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• Measures customer loyalty

Net Promoter Score (NPS)

• Measures customer experience

Customer Effort Score (CES)

Additional CSAT Metrics


Easy to Set Up

Works seamlessly with most incident systems, contact me for system-specific info Requires no new software and little ongoing

maintenance

Step 1 Complete your Company Profile

Step 2 Add Your Contact or Support Centers

Customize preferences (optional)

Step 3 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.

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Simple Configuration

• 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 Agent Name

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Simple Configuration

• Can also report on: -another agent -org code -call types -location -language


Ticketing System

After a ticket is resolved, the XML

email is sent to CSI through automation

CSI

Encrypts your data and selects closed

tickets to be surveyed (based on your preferences)

CSI

Sends a survey request by email to selected customers

CSI

Survey recipient accesses online

survey through link in email

Privacy & Workflow

• Your data is encrypted in a secure server environment • Controls determine how often someone is surveyed through

account settings • Full-featured opt-out function, allows customers to opt-out from

survey – you don’t have to manage your opt-outs!

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Pricing

Includes: • One year subscription to the HDI Customer

Satisfaction Index Service • Unlimited user licenses/web login accounts • 50 support centers/reporting groups • Web training sessions for you and your team • One-on-one attention from a dedicated

account manager to assist with training, technical inquiries, integration, or questions

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

Just $495 per year

HDI Professional Members and above

Member price - $2,995 per year

Other Membership

Levels and non-Members

List price - $3,495 per year

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Free Three Month Trial

Go to www.thinkhdi.com/csi

Click

“Try It Free”

button

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http://www.thinkhdi.com/csi


For More Details

Rachel Leonhart

Toll-free: 800.248.5667

Direct: 719.955.8153

[email protected]

Follow us on Twitter: HDI_CSI

Connect with me on Facebook/LinkedIn: Rachel Leonhart

#HDI_CSI


mailto:[email protected]

September 2013 HDI CSI Service Presentation

Technology

Transcript of September 2013 HDI CSI Service Presentation