THE CHALLENGE
IBM encouraged their customers to contact them online as part of their e-Care strategy by providing a link to their Contact IBM form on every page of IBM.com. Soon IBM's call center was receiving thousands of e-mail messages a day, far exceeding the number expected and leaving agents drowning in a rising tide of e-mails.
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THE SOLUTION
SpectraCom undertook a four-phase research project to help IBM evaluate the problem, investigate the expectations and preferences of Contact IBM users, and help guide the development of a more user-friendly and cost-effective process.
We discovered that customers wanted quick answers to their questions and they were open to using other methods besides just sending an e-mail.
The Contact IBM form was redesigned to help users find the answers to their questions on the site and, along with other enhancements such as better filtering and automated response, reduce the number of e-mails sent to the call center by 80 percent with a corresponding significant cost reduction.
To learn more about how our experience can help you and your contact center, contact us. |
