@Evan - it depends on he channel.

NPS metrics can be used, but for self-service, I’m more concerned about the effectiveness/helpfulness of the article first on a scale of 1-10. Then a follow-up can use the standard Likert NPS rating if the customer would recommend the support service or our company based on the quality of support, etc.

On a…[Read more]

It really depends on the channel you are managing. I manage Self-service and Social Media.

Self-service is usually some form of helpfulness survey. We are thinking of moving this to a Likert scale with NPS zoning for feedback - but NOT NPS metrics.

Social media uses things like posts vs responses and incorporating Likes, first post…[Read more]

Hey Hey!

I have a team of 4 which includes a content expert, knowledge admin, and two social media tepresentitives.

I have 1:1 meetings biweekly and a weekly team meeting. I run them all the same: hot or new topics, dive into my agenda updating the team, cascade info etc, another request for new topics on or off topic, and they want to, just…[Read more]

Looping in @lanej0 to make he saw the feedback

We actually have a team dedicated to this at AVG. They run the surveys, listen to random calls, and gauge CSAT based on many different data points. First Call Resolution is a big one, and I think @Ted did some work towards it at UserCentered.

We don’t have it in place yet, but I think one of the best way to determine FCR or over all…[Read more]

I’m surprised you got any advice through all of my type-o’s and superfluous commas (no idea where they came from). It looked like ‘OK Computer’ liner notes. Anyway, glad to help what lilt I can evn wif bad tpying.

Jo nMeyer

Hi Julia,

I generally prefer to have the product name in each title, if there is space: “AVG 2013 shows the message ‘can’t perform update'” or “‘Can’t perform update’ message in AVG 2013″

If only certain version is affected, it’s the same rule “‘Can’t perform update’ message in AVG 2013 Free” or “‘Can’t perform update’ message in AVG 2013…[Read more]

It’s a tough metric to track in my experience and is generally a guesstimate.

If you are only tracking non-responses for first touches, it’s not a 100% effective metric as it doesn’t count people who are […]

I usually tend to go a bit longer for these types of questions. The goal with any text response is to be succinct, but also anticipate any argument. Essentially the customer is calling out your major rev stream […]

Not bad at all if you’re paying the airfare and hotel

If this is happening in NYC, I will be unable to make it

Hey Aaron,

Like I said it’s king of the world stuff and wish I had that enabled, but shouldn’t be too hard if your close with your development team and you have a dedicated KB portal that allows query […]

If possible, and if I were king of the world, I’d take the specific error message and include it as a pre-populated search in the company’s KB.

If the developers have a good error coding system in their […]

Good points, Matt. The KBs I have run, I was the sole admin. This kept the voicing consistent and quality control up. However, KCS would be useful for the flagging aspect where agents can submit or request changes […]

A good way is to make sure that the issue trees in your CRM are descriptive. For example, your top level category might be “Installation” and the sub cat would be “Error message”. Customers will generally write […]

The best way to prove CS is cool is by having data for Customer Satisfaction and Lifetime Value and cost savings. Since CS is usually seen a cost center, these data points are really important.

Self-service […]

Hi Aaron,

Well, AVG is based in the Czech Republic so there are some differences between US and Czech benefits. I am currently a contractor and the people I will be bringing on will be contractors as well - so […]

Just getting into this forum, sorry for the delay and thanks for the invite, Evan. Here’s my info.
1. What do you do?
I’m the Director of Online Customer Care at AVG Technologies and oversee the AVG online […]