How to deliver an excellent customer
support experience
It has already been shown that any customer support
service can be broken down into six core business
functions (see Fig 2). This section describes innovative
new techniques that can be designed into these
business functions in order to enhance the customer
experience, while at the same time keeping support
costs manageable.
The section also includes techniques that will reduce
the need for customers to use the support service.
4.1 Monitor service performance
One big advantage of broadband over more traditional
products (such as PSTN) is the amount of information
that exists about the quality of service being delivered
to each individual customer.