- April 30, 2019. We eliminated support voicemail during business hours. When customers call the support center, they will always be able to log a ticket with an actual person to ensure their issue is properly reported and documented.
- June 3, 2019. When customers make an after-hours support call, they will reach a dispatcher, engineer, or technician in their home market, instead of a rotating on-call specialist. This ensures customers will receive the most efficient support possible.
Best of all, customers won’t need to do anything different to benefit from High Touch’s support center improvements. We’re making all the big changes on our end to better bring the human touch to technology.
Over the years, High Touch has grown steadily by way of acquisition. This growth strategy established a diverse customer base distributed across six markets: Corpus Christi, Dallas, Denver, Kansas City, San Antonio, and Wichita. Originally, High Touch was able to manage most of our support needs through each individual market with after-hours support rotating between on-call technicians, defaulting to the main High Touch support center at our headquarters in Wichita. As our customer base and product offerings expanded, this was no longer an effective way to provide support assistance.
Listening to Customers
While this system functioned, it didn’t provide the most efficient or dependable support for our customers. How do we know? We asked.
Business hours voicemail
One of the most common complaints we received was that during business hours, if the support lines were busy for an extended amount of time, customers had to leave a voicemail or call back, instead of remaining on hold. Initially, this was a way for customers to relay their message without having to spend an eternity in the phone queue. However, this led to a couple problems:
- Customers didn’t know if High Touch received their issue or not. When you get to talk to a person, you know they’ve documented your issue and work will begin shortly. When you leave a voicemail, you don’t know when someone will listen to it, when work will begin, or if the description of your issue made sense to the technician.
- The process was inefficient. Voicemail required someone to check the recording, listen to the message, create a ticket, potentially ask questions or research documentation, and contact the customer before starting work. Compared to direct contact support calls, the process from creating a support ticket to completing work for voicemail-initiated tickets was too long and resource intensive.
Our customers were also concerned with how long it could take after-hours support took to respond to, troubleshoot, and resolve issues. When calling the after-hours support line, customers would reach a centralized support person. The answering system would ring whoever was on call that day. Most often, that support technician was at the main support center in Wichita, but any tech in any market could be on call. In this system, employees had to troubleshoot and understand issues from unfamiliar clients and markets. Even with detailed documentation, complex systems can be difficult to navigate if technicians are unfamiliar with the solution or project. Ultimately, the variability in this solution made resolving after-hours issues challenging.
Note. For after-hours support, you must call the IT Solutions support desk at 888-777-4364.
Engineering a Solution
Our first step to improving our customer support efficiency was to replace the voicemail component with a guaranteed answering service during business hours. Instead of waiting on hold, then going to voicemail, we restructured our support center workflow to the following:
- Dispatch. Customers will ring the dispatch coordinator for the first two minutes of their call and on-hold time.
- Technician. If no dispatcher is available, the system will ring a wider audience of technicians and engineers for an additional two minutes.
- Answering Service. If there’s no available dispatcher, technician, or engineer after four minutes of total on-hold time, an attendant from High Touch’s dedicated answering service will receive the call and create a support ticket.
You may have already noticed the difference in our support center calls. We finished implementing this new customer support workflow on April 30, 2019.
Decentralizing Customer Support
We are currently working on decentralizing our support center. Beginning June 3, 2019, when customers make an after-hours support call, they will contact an after-hours support technician in their home market before ringing the central support center at High Touch’s Wichita headquarters.
With this new support call arrangement, customers will receive quicker, more effective resolutions to their technology issues. Also, customers are more likely to receive help from a support person or technician who’s already familiar with their account and solutions.
Questions, Suggestions, or Concerns?
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