Cisco Cisco WebEx Support Center WBS29.11 Information Guide

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© 2010 Cisco Systems, Inc. All rights reserved. This document is Cisco Public Information. 
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Customer Case Study 
Web-Based Support Tools Streamline Global  
Customer Service 
Cisco uses online tools to integrate support technologies offering more 
customer-facing options, including chat. 
Challenge 
Cisco is transforming life's experiences by helping people live a connected life that is more 
personal, more social, and more visual. As the center of Cisco's consumer business and go-to-
market model, Cisco
®
 Consumer Products is focused on capturing consumer market transitions for 
growth. It develops products and solutions that target the consumer segment under the Linksys
®
 by 
Cisco and Flip Video™ brands. The organization sells its consumer products and services through 
retail, online, and consumer reseller partners. 
As a well-known, consumer-facing entity, the Linksys by Cisco product line places a major 
emphasis on providing superior service and support to its customers. “Our strong commitment to 
customer engagement helps set us apart from other companies,” says Tarik Mahmoud, senior 
manager of e-support and service technology at Cisco. “We focus on creating a positive experience 
at every point during a customer’s relationship with us, from the initial purchase to how customers 
use the product after bringing it to their home or office.” 
 
Effective technical support is a key component of the company’s holistic approach to customer 
service. “Not all customers are technically savvy, so when they encounter a problem, we need to 
help them resolve the issue quickly,” Mahmoud says. “Even if you end up resolving a customer’s 
problem, making them wait or creating too many obstacles to getting the support they need can 
leave a bad impression.” 
 
To provide its award-winning technical support services, Cisco relies on a variety of technologies, 
including traditional phone-based support and web-based tools such as Cisco WebEx™ Remote 
Support. However, Mahmoud and his team wanted to take the technical support experience to the 
next level and make it more satisfying for customers. At the same time, they wanted to consolidate 
functionalities across the company’s five global support centers. “We needed a technology that 
would help us route customer requests more efficiently and equip our staff with the latest advanced 
tools to resolve issues more effectively,” Mahmoud says. 
 
Solution
 
In 2007, Cisco utilized WebEx
®
 Remote Support to create Linksys Direct Connect (LDC), a 
desktop-sharing application used to remotely troubleshoot technical issues on customers’ computer 
systems. When they began looking for a technology to enhance the LDC system, they once again 
turned to Cisco WebEx solutions. “With WebEx Remote Support, we were using video, recording a 
lot of our sessions, and consuming a lot of bandwidth, and the system didn’t fail once,” says 
Mahmoud. “We knew that WebEx applications were very reliable and stable, so we were confident 
they would continue to meet our needs.”
 
Mahmoud and his team chose WebEx WebACD because the application allowed them to use a 
single platform to offer a variety of robust features, including intelligent routing capabilities and chat 
Executive Summary 
Challenge: 
● 
Improve first-call resolution rate, 
and resolve customer support 
requests more quickly 
● 
Better integrate chat functionality 
into current support process  
● 
Consolidate support technologies 
across five global support 
centers 
Solution: 
● 
Stable, reliable technology 
handles large volumes of support 
requests 
● 
Chat functionality enables staff to 
use one platform to provide 
multiple support options  
● 
Advanced routing features allow 
requests to be distributed faster 
and more efficiently 
Results: 
● 
Boosted customer satisfaction 
rating by three points in just two 
months 
● 
Improved first-call resolution by 
four points by routing requests 
based on skill 
● 
Enhanced international customer 
service by providing localized 
language support