Cisco Cisco WebEx Support Center WBS29.13 정보 가이드
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Customer Case Study
Web-Based Support Tools Streamline Global
Customer Service
Customer Service
Cisco uses online tools to integrate support technologies offering more
customer-facing options, including chat.
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
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.
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.”
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.”
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.
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.”
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
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
and resolve customer support
requests more quickly
●
Better integrate chat functionality
into current support process
into current support process
●
Consolidate support technologies
across five global support
centers
across five global support
centers
Solution:
●
Stable, reliable technology
handles large volumes of support
requests
handles large volumes of support
requests
●
Chat functionality enables staff to
use one platform to provide
multiple support options
use one platform to provide
multiple support options
●
Advanced routing features allow
requests to be distributed faster
and more efficiently
requests to be distributed faster
and more efficiently
Results:
●
Boosted customer satisfaction
rating by three points in just two
months
rating by three points in just two
months
●
Improved first-call resolution by
four points by routing requests
based on skill
four points by routing requests
based on skill
●
Enhanced international customer
service by providing localized
language support
service by providing localized
language support