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Company growth through acquisitions can lead to unintended consequences, including the inconsistency and degradation of support processes. Case in point: Over a two-year period, GE Fanuc discovered that the aggregation of support content and processes from eight previously independent organizations resulted in an online support site that was complex and difficult to use. Because customers were having negative experiences with the support site, the number of the company’s satisfied customers who proactively recommended the company to friends and colleagues (Net Promoters) was declining.
GE Fanuc realized that an exceptional support experience can shape a customer’s perception of the company, instill loyalty, and increase a customer’s propensity to recommend the company’s products or services. They decided to make enhancing their online support site a priority and chose InQuira, a search, knowledge management, and advanced analytics provider, to manage its online experience.
This initiative allowed GE Fanuc to improve customer satisfaction levels by providing the finest support experience in the factory automation industry. With this achievement they have been recognized by winning the Info World 100 Award for 2007.
Click the title below to view the webinar:
From Chaos to Order:
How to Boost Net Promoter Scores with Award-winning Online Support |
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Featured customer:
View this on-demand webinar to learn...
- How to measure Net Promoter scores.
- What Net Promoter scores mean to your business.
- How to restore positive growth in Net Promoter scores and overall customer satisfaction.
- How to shift your trajectory of time to resolution metrics – from flat to climbing.
Presenters:
- John Ragsdale, VP of Research, SSPA
- Liam Durbin, CIO, GE Fanuc
- Russ Glover, Strategic Account Manager, InQuira
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