Continuous improvement in Customer Support

It’s been a hectic month of August for me, which bucks against the trend of what should be a quiet time. But in these times we live in and with the frenetic pace of the 21st century, if you’re involved with Customer Support, you’re always busy. A good compliant 🙂

A colleague of mine Alan Walsh  talked about the challenges he and his team mates face in meeting the challenges of Customer Support in the face of rapid IT Transformation :
” It is our role as service account professionals to make sure that we provide real-time information (now in an even more convenient manner) that allows our customers to run their businesses successfully – regardless of where they are geographically, and irrespective of the tool we use to communicate.” See the whole post here: http://bit.ly/pj1ux4

Well Alan will be glad to know that the EMC eServices organization strive to do just that. And we are continually working to improve the Customer Support experience. We are working on opening up the Support Forums Communities. (we’re nearing completion of this).

We’re not resting on our laurels either. There is much to be done to improve the Support Forums experience and who better to consult on this than our own Community (Customers and Partners). Right now we have a survey on improving the user experience.
Find out more here: http://bit.ly/qCbQJX .
If you want to participate, get in quickly. The survey closes on August 30th at midnight (PDT). Which is some ungodly hour of a Monday  morning (GMT) :).
 As mentioned before we are going to provide Multi-Lingual Support Forums. We are very near to Asian Language ones to start with, which is cool.

And to Alan’s point about which tools we use to communicate?
Well we have a Twitter account @EMCsupport which listens out for customers / potential customers requiring Customer Service / Technical Support. Just recently we have started sharing topics on Support Forums. These are discussions that are answered and trending as popular in the Support Forums.
Follow us on twitter and know this is yet  another Support Channel for you which listens and shares.

Well as I said, hectic times. More on the ever improving Support Forums… when I get a minute 🙂

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out / Change )

Twitter picture

You are commenting using your Twitter account. Log Out / Change )

Facebook photo

You are commenting using your Facebook account. Log Out / Change )

Google+ photo

You are commenting using your Google+ account. Log Out / Change )

Connecting to %s