may 2013 hdi csi service presentation
DESCRIPTION
Learn how you can easily measure, trend, and benchmark customer satisfaction performance with the HDI Customer Satisfaction Index Service. Save time and money with HDI's secure, web-based, user-friendly solution designed specifically for technical support centers. Improve response rates by using HDI, an independent third-party, to survey your customers and get the data you need to succeed!TRANSCRIPT
www.ThinkHDI.com ©2012 HDI. All Rights Reserved.
Audio Dial-in: (866) 740-1260
Access code: 785-5353 #
www.ThinkHDI.com ©2012 HDI. All Rights Reserved.
Presented by Rachel Leonhart
Account Executive, HDI CSI Service
www.ThinkHDI.com ©2012 HDI. All Rights Reserved.
What is CSI?
In a nutshell… CSI is a web-based software-as-a-service product that enables support centers to:
• Survey customers about their satisfaction
• Trend and benchmark results against internal goals as well as other CSI subscribers in the your industry and overall
• Monitor analyst performance
CSI answers these important questions: • Are your customers satisfied with your services?
• How do your customer satisfaction ratings compare to others in your industry?
• Which analysts are your top performers?
www.ThinkHDI.com ©2012 HDI. All Rights Reserved.
Benchmark
Statistics
Reports
Alerts
Secure
Validated
HDI teamed up with 47 technical support practitioners and customer satisfaction experts to develop a tool to help support center managers to MEASURE, TREND, and BENCHMARK the satisfaction with their support centers from the customer’s perspective.
The Solution?
HDI Customer Satisfaction
Index Service
Measure, Trend, and Benchmark
www.ThinkHDI.com ©2012 HDI. All Rights Reserved.
Benchmarking Made Easy
• Real-time indexing for up to date benchmarking! • Compare your results to your goals, your industry, and all CSI subscribers. • Results for individual subscribers are kept private!
www.ThinkHDI.com ©2012 HDI. All Rights Reserved.
Vital Statistics
• Dashboard displays vital survey statistics. • Easy access to a wide variety of reports. • Quickly retrieve your survey numbers & response rate.
www.ThinkHDI.com ©2012 HDI. All Rights Reserved.
• Dashboard provides statistics at-a-glance • Reports are easy-to-read and distribute • Can be viewed on demand real-time and scheduled for delivery • Reports are easily exported to Word, Excel, and PDF • Reports include trending graphs • Raw data can be easily exported
Robust Reporting
www.ThinkHDI.com ©2012 HDI. All Rights Reserved.
Monitor Agent Performance
• See customer satisfaction results for all agents at a glance! • Drill-down into results for each agent by month. • Get the data you need to motivate agents and improve performance!
www.ThinkHDI.com ©2012 HDI. All Rights Reserved.
• Easily set the alert parameters
• Designate one or more recipients to receive alerts by email
• Alert notifications are sent when survey responses meet defined criteria
• Alerts notification are sent in real-time when survey responses are received
Powerful Alerts
www.ThinkHDI.com ©2012 HDI. All Rights Reserved.
• Tested and proven validity of five standard questions for benchmarking. • Response scale tested and modified for clarity. • 30% average response rate. • Survey is short and conveniently web-based.
HDI CSI Questions: 1. The courtesy of the analyst? 2. The technical skills/knowledge
of the analyst? 3. The timeliness of the service
provided? 4. The quality of the service
provided? 5. The overall service experience? Plus up to TWO custom questions!
Optimized Survey Design
www.ThinkHDI.com ©2012 HDI. All Rights Reserved.
• Works seamlessly with most incident systems • Requires no new software and little ongoing maintenance
Step 1 Complete your Company Profile
Step 2 Add Your Contact or Support Centers
Step 3 Customize preferences (optional)
Step 4 Configure Ticketing System
CSI can be configured in as little as 30 minutes! On average, most subscribers take about a week to complete the setup and learn the system.
Easy to Set Up
www.ThinkHDI.com ©2012 HDI. All Rights Reserved.
• Client’s ticketing system administrator creates a basic XML email notification to be sent when tickets are closed.
• Ticket data is mapped to the XML fields.
To: CSI System
From: Client Ticketing System
Fields:
*Support Center ID
*Incident ID
*Customer’s Email Address
*Date ticket was closed
First Name
Last Name
Description
Simple Configuration
www.ThinkHDI.com ©2012 HDI. All Rights Reserved.
• Temporary data is encrypted in a secure server environment • Controls determine how often someone is surveyed • Full-featured opt-out function
How CSI survey requests are sent:
Ticketing System
After a ticket is resolved, an XML
email is sent to CSI
CSI
Selects closed tickets to be
surveyed based on preferences you set
CSI
Survey request is sent by email to
selected customers
CSI
Survey recipient accesses online
survey through link in email
Privacy & Workflow
www.ThinkHDI.com ©2012 HDI. All Rights Reserved.
HDI Gold, Platinum, and Platinum Plus Members Member price - $2,995 per year
Other Membership Levels and non-Members List price - $3,495 per year
Purchase or Upgrade to HDI Gold Membership to Take Advantage of Member Pricing!
Just $495 per year
Pricing
www.ThinkHDI.com ©2012 HDI. All Rights Reserved.
Try CSI for Three Months FREE!
Go to www.thinkhdi.com/
csi
Click
“Try It Free”
button
www.ThinkHDI.com ©2012 HDI. All Rights Reserved.
For More Details
Rachel Leonhart
Toll-free: 800.248.5667
Direct: 719.785.5353
www.ThinkHDI.com
Q & A?
• How can I get a copy of this presentation?
• Can I change any of the standard questions?
• If I decide to purchase, do we get any additional training?
©2011 HDI. All rights reserved.