delivering customer delight - parafest10
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Delivering Customer Delight Improving self-service whilst reducing cost
Jon Landau – Director Customer Engagement, Huddle.net
When the Myspace generation goes to work
• Teen punk swearing
Some of Huddle’s clients:
• 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?
Server / On Prem Web / Cloud
Integrated / Enterprise Suite
Point Solutions
Stats
Jan - Apr 2010
Page Views 64511
KB Articles Viewed 11257
KB Searches Performed 5427
Files Downloaded 1188
Visits 29717
Service Requests 1549
• 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!)
* artists’ impression
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