Effective Customer Support at Speed
irenebond 270000P84P Visits (1167)
84% of us check our Smartphones as soon as we wake up. Guilty. Research shows that most of us who use social media for customer service expect a very quick response. Guilty again; but that’s actually my expectation for every customer service interaction. And I expect it to be personal and meaningful. I hate unproductive wait time. Are my standards too high?
Down time has become more critical in a Bring Your Own Device world hooked on 24X7 access and response. Grabbing a cup of coffee is often my answer, but when thousands of users are idled because a mission critical app is down the cost is more than a few bucks. IDC and others gauge the cost of down time at a whopping $100K/hr per thousand users. Dunn & Bradstreet says a typical organization annually loses 14 hours to app down time and that is increasing by 12% every year. That’s burning real money fast.
Having an Accelerated Value Leader is the ticket to personal, meaningful interactions that often result in zero down time - for less than cost of a couple hours of wasted productivity. One Semiconductor Company with whom AVP partners went from multiple critical incidents that repeatedly brought their global dev teams to a full stop, to zero critical incidents in the first year of the program. That’s a tangible ROI of >$450K - and it’s just part of what we accomplished together.
Interested? Come by Asia 5 at IBM Innovate2014 and learn why more than half of the world’s top 25 public companies choose AVP.