通过改善沟通提高客户满意度：网络托管平台的历程
技术
- 分析与建模 - 实时分析
- 平台即服务 (PaaS) - 应用开发平台
适用行业
- 教育
用例
- 实时定位系统 (RTLS)
服务
- 培训
关于客户
本案例研究中的客户是一个流行的网络托管平台。该公司致力于提供卓越的客户服务，但在支持互动不明确且令人困惑的问题上遇到了困难。尽管支持团队拥有丰富的产品知识，但他们的书面回复往往缺乏清晰度，导致客户满意度得分较低。该公司认识到需要一种能够提高书面沟通质量、平衡团队成员之间的工作量并最终增强客户体验的解决方案。
挑战
一家领先的网络托管平台正在努力应对客户支持互动不明确且令人困惑的挑战。尽管支持团队拥有丰富的产品知识，但他们的书面回复往往缺乏清晰度，导致客户满意度得分较低。该公司发现了支持票中的语法错误与这些低分之间的相关性。结果，领导层开始严重依赖写作能力强的团队成员，导致工作量分配不均。这让高绩效员工负担过重，并剥夺了其他人改进的机会。该公司寻求一种解决方案来平衡工作量并增强整体团队体验。
解决方案
该网络托管平台求助于 Grammarly Business，以改善整个客户支持团队的写作流程。每个团队成员都创建了一个与其工作站集成的帐户，使他们能够接收有关语法、清晰度等方面的实时建议。例如，如果团队成员使用“there”而不是“their”，Grammarly Business 会在该词下划线并建议正确的用法。这种实时沟通指导使每个团队成员都能写出更高质量的文章，从而与客户进行更清晰、更一致的互动。该公司现在可以确信，他们的客户将在最少的监督或对高绩效团队成员的依赖的情况下获得优质的服务。
运营影响
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