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Customers First: The Best B2B Customer Service Blog

TeamSupport HelpDesk Software Offers Customer Distress Index

[fa icon="calendar"] Sep 9, 2014 1:49:21 PM / by Laura Ballam

With TeamSupport’s new Customer Distress Index reporting feature, customer support teams can now predict customers’ dissatisfaction before it escalates

TeamSupport customer support software is still one of the only customer service software suites available today that helps support teams focus on their customer at a company level. It's a focus that sets our software apart - for companies with other businesses as their customer it is essential to manage at a customer level, and not just address one help desk ticket at a time or one person at a time.

The latest addition to our customer-centric approach to customer support is the Customer Distress Index, which allows customer support teams to proactively monitor customer satisfaction and take steps to resolve issues before it’s too late.

“At TeamSupport, we remain focused on innovative new features that focus on customer experience management so that support teams can serve their customers even better,” says Robert C. Johnson, CEO of TeamSupport. “With our latest feature, the Customer Distress Index, customer service teams will benefit from a sophisticated reporting system that can actually calculate when a customer may be getting frustrated and allow them to foresee potential issues before they become a large problem.”

CDI

With TeamSupport’s new CDI feature, customers are assigned a number based on 5 variables. The higher the number, the greater potential for a customer to be distressed.

The variables included in the calculation of TeamSupport’s new CDI feature include:

Total tickets created during the lifetime of the customer’s account: A high number here could indicate a customer who has needed a lot of help and assistance as compared to other customers.

Tickets created in the last 30 days: This may be an early indicator of problems with a particular customer.

Tickets currently open: A high number here could highlight a customer who is frustrated with a lack of follow up from your support team.

Average time open: There is a direct correlation between how long a ticket has been open and customer frustration level.

Average time to close: This could indicate frustration because of the lack of timeliness in resolving issues.

Additionally, we've added a CDI Trend Indicator so that customer support teams can keep an eye on upward or downward movement. The Indicator shows whether the CDI is trending higher (not a good thing), or moving in the right direction (lower) based on the average CDI of the past 7 days for that customer.

And of course, both the CDI and CDI Trend Indicator are also metrics included in our robust reporting system.

Isn't it time your customer support software actually focused on your customer? Sign up for a free, no-obligation demo today!

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