McAfee Case Study - Service Strategies
McAfee Case Study - Service Strategies
McAfee Case Study - Service Strategies
Create successful ePaper yourself
Turn your PDF publications into a flip-book with our unique Google optimized e-Paper software.
Building a Knowledge Culture<br />
8<br />
• Developed effective internal processes<br />
— Global Document Flow<br />
— Dedicated Global Online <strong>Service</strong>s Team<br />
— Top Issue Tracking<br />
• Clear Business Benefits<br />
— Customer Benefits<br />
• Improved customer satisfaction and experience<br />
• Improved KB content through customer empowered feedback<br />
• Easy access to content customers want through top issue reporting<br />
— Internal Benefits<br />
• Vastly improved customer self-help solutions frees up staff for complex issues<br />
• Increased efficiency on all customer interactions, leading to lower call times<br />
• Consistency in documents makes locating information much simpler<br />
• Centralized knowledge leads to shortened training time and solution consistency<br />
4/25/2008
Change language