McAfee Case Study - Service Strategies
McAfee Case Study - Service Strategies
McAfee Case Study - Service Strategies
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Driving Unassisted <strong>Case</strong>s Online<br />
Corporate <strong>Service</strong>Portal<br />
18<br />
• Unassisted <strong>Case</strong>s Increased<br />
— 19% Q4’07 over Q4’06<br />
• Assisted <strong>Case</strong>s Decreased<br />
— 15% Q4 over Q1<br />
• Customer Success Rate<br />
— Increased to 50% in Q4<br />
60000 51%<br />
50000<br />
49%<br />
40000<br />
47%<br />
30000<br />
45%<br />
20000<br />
— MVT Success Rate over 45%<br />
— KB Success Rate in Q4 – 49%<br />
• KnowledgeBase<br />
10000<br />
0<br />
— Over 10,000000 Published Articles Q1'07 Q2'07 Q3'07 Q4'07<br />
Unassisted <strong>Case</strong>s Assisted <strong>Case</strong>s Success Rate<br />
43%<br />
41%<br />
4/25/2008
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