New Strategies for Support Agents: How to Create More Customer Loyalty

The pressure to boost customer satisfaction with less funding is increasing as companies are looking for new ways to differentiate their services and reduce customer churn. To get ahead best-in-class support organizations are using technologies that help increase first call resolution and create more loyal customers.

Attend New Strategies for Support Agents: How to Create More Customer Loyalty to hear how Exent Technologies, the world’s leading Games on Demand provider, seamlessly engages and supports their end users. They will share how, with an integrated customer support strategy, they were able to:

• Increase first-contact resolution rate to approximately 87%
• Decrease first-contact resolution time from 24 hours to 12 minutes
• Drive better customer satisfaction, retention, loyalty and lifetime value
• Improve staff productivity, resulting in a cost reduction of approximately 35%

You will also learn best practices on using support technology to create more effective agents and happier, more loyal customers from John Purcell, Director of Customer Care Products at LogMeIn.

Presenters:

Dadi Freund
Head of Customer Service
Exent

John Purcell
Director, Customer Care Products
LogMeIn