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Product Support – Recalibrating Customer Experiences

By October 4, 2017 No Comments

Product Support – Recalibrating Customer Experiences

In an era of widespread digitalization and automation organizations are consistently striving to offer evolved experiences to their customers, in terms of technical benefits and to ease out the way the applications are being used. Enterprise entities are striving to adopt a new approach to focus more on Enterprises categorized by “experience, service and outcome”.

Thus, modern product environments are marked by a excess of factors like faster product rollouts and changing business models. Additionally, automation and self-learning are now at the helm product support transformation.

How do modern companies adapt and acclimatize to this aggressive transformational roadmap?

We believe the future lies with smart innovation – integrated within the developmental schematic, simplifying product support as an ideal driving customer satisfaction.

Evaluating impact – Customer Support and Enterprise Success

End-users drive the product promotions and endorsements in terms of features and accessibility. In fact, a Forrester assessment suggests that merely 10% enhancement in a company’s customer experience score-card could turn into over $1 billion in incremental revenues and other benefits.

In fact, weak customer support attributes to lost revenues every year.

The great support services enable customer retention 7 out of 10 consumers are willing to spend more with companies offering improved customer support. Beyond features and functionalities, end-users emphasize more on the ‘quality, integrity and value of the overall experience’ Product support is a key element in improving the overall experience.

Delivering Product Support on the Toes

How do companies leverage technology to deliver a thoroughly refurbished support platform – and in time, exceed the same, moving in sync with the customer’s demand curve?

The ILANTUS approach is crafted around improving the End User Experience:

Ilantus Product Support Framework grafts an three layer to the existing support systems. This helps to capture, analyze and interpret the composite customer experience journey.

More info about Product Support

The Framework established is equipped with dashboards, offers ticketing tool to log issues, It also stretches the support boundary beyond mere cost savings to effective resource planning.

Organizations can now expect consistent, high-quality service every time, with rapid resolution timelines. Support and management teams are also left free to focus on important tasks, reducing operational costs and improving productivity gains.

Technology is aimed at upgrading the product support structure by transforming people dependent outcomes into process dependent outcomes.

Ilantus Product Support enables enterprises to understand customers better, learn from their behavior, use data to develop customized solutions, extend predictive assistance to customers – and foster an end-to-end culture of customer-centricity.

Dheeraj Manral

Author Dheeraj Manral

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