nThrive - Supporting Product Support
If a customer purchases a software solution from a company, they expect to receive support from that company throughout the life of that product. A robust support system is crucial to not only retaining customers, but establishing a positive reputation.
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The objective of this project was to identify key issues with nThrive's customer support system in order to ensure that customer issues might be properly addressed, making the whole experience better and increasing customer retention and sales.
Process
Define
nThrive identified room for improvement within their product support systems, and asked us to take a look at data from their current system in order to determine where and what improvements are needed.
Analyze
Nearly 200,000 lines of masked data were provided to us for analysis during this project. This data consisted of interactions between product support and customers over several months, and gave great insight into how the current system was operating.
Create
After the data was analyzed, and consistent shortcomings were identified, it was possible to generate a number of solutions of varying cost and complexity that could be implemented in order to improve the customer experience and efficiency of nThrive staff.
Outcomes
Data driven results
It was critical to the client that all of our recommendations be based off of data that had been collected from the support department of nThrive.
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In order to meet this expectation, we worked alongside staff at nThrive in order to appropriately mask, compile, and analyze the data in order to create well informed and accurate results.
Timely responses are critical
From the data, the most important thing that we noticed that separated successful customer support interactions from less successful interactions was the timeliness of responses.
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With this information, recommendations for maintaining timeliness could be made, as well as various ways to cut down on time spent on issues or appropriately communicate an need for more time.
continuous communication
Another chief differentiator between positive and negative experiences with product support was the level and frequency of communication between support staff and customers.
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With this knowledge, we were able to present to nThrive solutions to improve communication between support staff and customers, including timers, automatic updates, and improved training.