![]() ![]() As a company, we use this feedback to drive meaningful change efficiently and effectively-not only does this outreach make for a better customer experience, it also drives improvement throughout the company. This data is reported daily, weekly and monthly. They then report these findings directly to our Executives, Engineering, Product Management, Quality and Training Teams. CARBONITE INC DRIVERSThe team is able to pinpoint specific drivers that consistently cause dissatisfaction. The CSRU team has access to all departments within Carbonite. Identify agent error and providing specific data for agent coaching.Improve our products and processes by providing data to key stakeholders. ![]() Learn what can be done to prevent future dissatisfaction for reoccurring issues.Reach out to customers with outstanding issues and resolve them.Research all dissatisfied surveys and document what the customer experienced.They were tasked to read and deeply research every negative survey that was submitted to Carbonite. The CSRU story begins with two veteran support representatives that were hand-picked for their attention to detail, passion for the brand, and focus on a seamless customer experience. That is when the concept of “No Customer Left Behind” was born-he called this team the Carbonite Service Recovery Unit (CSRU). Our mission was clear: Uncover every instance of dissatisfaction and give it our best second effort to learn from and resolve it, from the customer’s perception. Rob wanted to know why, so he had a bold idea and conceptualized a dedicated team that would advocate as the voice of the customer. Unfortunately, 6% of customers were still dissatisfied with their experience with Carbonite Customer Care. This was no small feat and led to 94% Overall Customer Satisfaction (Likert scale, top 2-box) and 87% Very Satisfied (top box). This involved improving all of our customer and employee engagement strategies. First came a total redesign of the contact center. Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms.Įarly in 2014, our Vice President of Carbonite Customer Care, Robert Frost, tasked us to shape our call center into a World Class customer service delivery machine. Tell the story about what this nominated team has achieved since Januyear (up to 650 words). Nomination Sub Category: Customer Service Team of the Year Nomination Title: Carbonite Service Recovery Unit: Taking Customer Satisfaction to a New Level Nomination Category: Customer Service Categories Carbonite offers a comprehensive suite of affordable services for data protection, recovery and anywhere, anytime access. Company Description: Carbonite (Nasdaq:CARB) is a leading provider of hybrid backup (cloud and local) and recovery solutions for home users and businesses. ![]()
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