A recommendation from a successful customer care center for how to use knowledge to improve customer experience and satisfaction

Delivering high-quality customer service and support is often a challenge when your products are complex and when there are ongoing changes in the general environment. With ComAround Knowledge™ the Customer Care Center at Volvo Car Sweden has improved customer experience and satisfaction, by speeding up the provision of answers to customers, and always has access to the latest, most accurate information and knowledge.

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An interview with the Customer Care Center at Volvo Cars about their successful Knowledge Management initiative

The Customer Care Center at Volvo Car Sweden has been working with ComAround for three years to improve customer experience and satisfaction through successful Knowledge Management initiative.  Volvo Cars is a well-recognized car brand with a long history of building premium cars with a focus on safety and innovation. Volvo Cars continues to grow faster than any other car manufacturer in Europe, China or the United States. ComAround have interviewed Niklas Byvik, Communication and Education Manager at the Customer Care Center at Volvo Car Sweden. Read more

5 Essential Tips for Self-Service Success

Whether you’re looking to implement self service for your customer, or assessing the quality of your current self-service solution, there are five key enablers that need to be in place in order to achieve a successful self-service solution. Learn what they are and how to use them!

The support iceberg is growing 24/7 – opportunity or threat?

As service-oriented support organizations and service desks, how do we address the new generation of employees, the old generation’s new behaviors, and new technology?

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That’s why service desk should use self-service as a support channel

Self service means to obtain answers to questions by yourself, without having to contact the Service Desk’s staffed support function. This is 6 reasones why a Service Desk should use self-service as a support channel to their customers. Read more

Self-service close at hand

At the office, we all work long hours in order to meet fast approaching deadlines. The last thing we want is for our basic programs such as Outlook, Word, or Excel to provide us with yet another obstacle to overcome. We do not have the time to contact the service desk for simple tasks. It takes time to contact the service desk, and it can even be a bit embarrassing to ask these questions. I mean, I do not want to be that person that makes the service desk sigh and laugh about. There has to be a better way, right?

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Part 6: Resolve more cases with self-service – Creating awareness of the new solution

It is not enough to offer self-service if users are not aware that it is available or understand the advantages. It is essential that Service Desk markets the self service solution, its content and the benefits it provides in order for more users to resolve their problems via the self-service solution.

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Part 5: Resolve more cases with self-service – Availability and integration

Users will benefit from easy access to the self-service knowledge tool. With easy access users will resolve problems themselves instead of calling the service desk. It is also advantageous to have the self-service solution integrated with the ITSM tool. This integration gives users the ability to access knowledge articles while registering an incident. It is also important to link the self-service portal where the problems and questions arise. The more places users have access to the self-service solution the greater chance that the user will view self-service as the best and first choice for resolving an incident.

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Self-Service means new metrics for your support organization

This is why you need to know about the self-service metrics. It’s time to rethink the traditional support metrics, used by a majority of service desks to measure how successful they are. And the reason to that is the value that the support organization creates cannot be measured inside the support organization. The value is on a higher level, just as it should, and the support is creating real business value and not only internal support value. It is also time to stop focusing to much on activity, and instead start measuring the outcome of our activities. Read more

Part 4: Resolve more cases with self-service – the importance of support from management

The management staff constitutes an important tool for changing behavior in an organization. Include them early in the process, use best practices, references and provide prompt feedback on progress.

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