Delivering Customer Delight - ParaFest10

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Delivering Customer Delight Improving self-service whilst reducing cost Jon Landau Director Customer Engagement, Huddle.net

Transcript of Delivering Customer Delight - ParaFest10

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Delivering Customer Delight Improving self-service whilst reducing cost

Jon Landau – Director Customer Engagement, Huddle.net

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When the Myspace generation goes to work

• Teen punk swearing

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Some of Huddle’s clients:

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• Who are our customers?

• What are they going to pay us?

• How are we going to train them?

• How are we going to support them long term?

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Server / On Prem Web / Cloud

Integrated / Enterprise Suite

Point Solutions

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Stats

Jan - Apr 2010

Page Views 64511

KB Articles Viewed 11257

KB Searches Performed 5427

Files Downloaded 1188

Visits 29717

Service Requests 1549

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• 73% of customers feel they have enough training & support to use Huddle effectively

• 78% of customers would recommend Huddle to other internal teams or a client/supplier

(i.e. great, but much more to do!)

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* artists’ impression

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