Solution for Customer Support

First impressions and experiences are everything for a customer interacting with an organization. Customers need to feel that they are being heard and attended to, but many businesses fall short in meeting these expectations—even during routine interactions. When a customer's perceived reality doesn't measure up to their expectations, satisfaction levels drop and the brand is then associated with frustration and disappointment. The Intelligent Enterprise offers efficient customer support via data analytics and emerging technologies.

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Enterprise Mobility
Executives

Global Customer Experience Overview

Maintain a 360-degree view of customer experiences across all geographic areas for resource allocation and support strategy.

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Enterprise Analytics
Product

Product Feedback

Track mission-critical product issues that impact customer satisfaction.

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Enterprise Analytics
Product

Escalation Manager

Consolidate customer issues to manage internal resources for timely case resolution.  

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Enterprise Analytics
Services

Team Performance Report

Track how support associates are performing across time periods to improve team efficiency and productivity.

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Enterprise Analytics
Services

Frequently Asked Questions

Gain insight on the informational gaps customers face to work cross-functionally and create enriching, relevant customer resources.

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Enterprise Analytics
Services

Multi-Channel Support Management

Segment different support channels to ensure optimal rates of case resolution and response times are met.

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Enterprise Analytics
Services

Individual Performance Report

Send personalized reports to support agents on their performance and against teammates to encourage first-class customer service.

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Enterprise IoT
Services

Customer Verification

Remote verification capabilities to boost productivity while reducing fraud and operational costs.

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Enterprise Analytics
Services

Customer Engagement Analysis

Understand where the biggest opportunities for support improvement lie.

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Enterprise Mobility
Sales

Customer Health Overview

Monitor customer happiness to build and maintain customer relationships that encourage loyalty and improve satisfaction.

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Enterprise Mobility Solution

Global Customer Experience Overview

The Challenge

Executives have limited time to comb through disparate reports on customer activity. They aren’t able to allocate time to focus on exploring a dashboard at their desk but need data to drive conversations on business strategy.

The Solution

Executives need to harness an understanding of well the customer service function is doing so that they can take the steps necessary to collaborate with others in the C-suite to redesign the business to improve revenue and profit levels. Mobile dashboards allows executives to observe and discern purchase trends, areas for product innovation, and pressing support issues whenever they choose and wherever they are. Analytics allow the VP of Customer Experience to better piece together feedback--the good and bad--with business activity in order to mandate program changes that serve to improve the many touch points within the customer experience. Maintain a pulse on customer needs and feedback at scale and drill down into regional or local zip codes to understand the customer demographics that are most and least loyal to a given brand. Good customer service is no longer a cost cutting exercise. Rather, it is central to revenue generation and upsell opportunities. MicroStrategy pushes executives to take action and make data-driven decisions as they discern how to best shift priorities and evolve business development approaches to accelerate growth.

Global Customer Experience Overview
Enterprise Analytics Solution

Product Feedback

The Challenge

Customers share their thoughts and ideas through various channels. It is cumbersome to consolidate all the information and reactions when the data is stored in multiple places and defined differently across datasets.

The Solution

MicroStrategy’s powerful, integrated platform makes it easy to track the issues that are mission-critical to customers. Transform feedback data into highly interactive dashboards that bring clarity for how to best shape the product in the coming months and years ahead. Consolidate feedback across support channels through data blending and drill down into the specific SKUs that have high dissatisfaction rates. Product teams can prioritize features for future products and services that resonate with buyers. Proactively personalize the customer experience and stay ahead of the curve to surprise and delight customers. By depending on analytics, product teams make customer feedback actionable by recognizing where products and services fail to meet customer expectations.

Product Feedback
Enterprise Analytics Solution

Escalation Manager

The Challenge

Unhappy customers aren’t fearful of demanding for more attention to quickly resolve their problems at hand. Escalations are stressful for companies; continued lack of resolution potentially alienates customers indefinitely.

The Solution

Look into the future and see how support function resources can shift by each channel. Correlate problem tickets with help centers, support teams and associates, and product SKUs. Automatically highlight high risk tickets and accounts with custom thresholds, and filter based on issue type to get the details of the problem at hand. MicroStrategy’s advanced analytics enables support teams to be as proactive as they are reactive. Our robust platform makes it easy to incorporate and interact with advanced analytics to predict tickets that may potentially turn into negative experiences based on current open ticket data and existing customer satisfaction scores. Agents harness an understanding of how conversations might sway ahead of time, becoming more nimble and swift than ever before by beginning conversations with insight on customer profiles. Support leads and managers can then make cautionary and balanced decisions soundly if and when escalations occur. Teams better allocate and balance support staff bandwidth by reallocating tickets to subject matter experts. Teams also receive targeted training to appropriately address and mitigate any issues that are of critical value.

Escalation Manager
Enterprise Analytics Solution

Team Performance Report

The Challenge

Multiple individuals on a team can become overwhelming to manage. Understanding and pinpointing case resolution bottlenecks is also tricky within a team.

The Solution

MicroStrategy allows support leads to inspire and grow teams by transforming team workflows and associate training as they vie for greater team efficiency and productivity. Foster healthy competition among team members to challenge associates to constantly strive to offer customers the best experience possible each and every time. View team performance overtime with bar charts and bullet graphs to realize areas where the team is succeeding and where improvements can be made. Create and develop benchmarks by measuring and comparing ticket resolution counts, average wait times, and average case duration.   Recognize and reward associates who are going above and beyond to provide the best customer service possible. Encourage fellow team members to continuously elevate service standards every week, month, quarter, and year by clearly displaying team performance data. In turn, pay close attention to others in the team who need more guidance.

Team Performance Report
Enterprise Analytics Solution

Frequently Asked Questions

The Challenge

Customers are more independent than ever before--first browsing the web to address their issues and find answers to their questions immediately. They want to resolve their pressing questions no matter where they are and what time it is without depending on anyone else first.

The Solution

MicroStrategy empowers companies to provide premium self-service support experiences. Data visualizations such as the word cloud or ranking most viewed and liked pages in online support centers make it easy for support teams to recognize which problems customers often face. Prevent potential customers from abandoning their purchases and reduce support costs. Proactively develop and update FAQ pages so that customers can conduct self-service support. Reduce burdens and inbound calls for support staff by curating a valuable internal and external resource.

Frequently Asked Questions
Enterprise Analytics Solution

Multi-Channel Support Management

The Challenge

Customers want to connect with brands, not businesses, in whatever means easiest and most convenient for them. They want quick and painless resolutions, and instantaneous awareness of their profile and account history prior to the beginning of support conversations.

The Solution

Businesses get real-time and a full-scope of their support resolution speeds, and are able to make data-driven decisions that have immediate impact on customers. View customer inquiries, cases, and feedback in a single place alongside detailed views of each channel’s popularity and resolution rates. Ensure that customers aren’t neglected by breaking down cases by case priority and status to foster trust and brand loyalty based on data-driven strategy. MicroStrategy empowers support teams to ensure that the customer experience is seamless whether online or offline. Breakdown the average case count and resolution rates by support channels (phone, chat, email, or social media) to adequately staff agents according to the volume of customer. Establish new goals to improve responsiveness rates and across all channels and heighten the support experience on all fronts. MicroStrategy extends the power of your out-of-the-box support analytics export by directly connecting to multiple data sources at once. Clean up data and develop robust data models that unites variables and metrics that sit in disparate places. Teams gain insight by blending data across social media channels, such as Facebook and Twitter. Teams also can Include web activity from Google Analytics on the same dashboard to round out understanding of multi-channel support.

Multi-Channel Support Management
Enterprise Analytics Solution

Individual Performance Report

The Challenge

Associates have trouble tracking whether they are meeting their daily, weekly, and quarterly goals. Having no tangible means of feedback leaves associates lost, leading to employee disengagement and declining productivity.

The Solution

Support associates are crucial to the success of a service desks and call centers. MicroStrategy provides an automated means of offering employee feedback through scheduled reports, allowing associates to consistently review their performance and push them in the right direction. Agents are able to more concretely pursue personal and professional growth, benefitting their team, the support function, and greater organization.   MicroStrategy provides personalized, scheduled reports for support agents. Agents receive custom documents that delineate daily ticket activity, average resolution times, solved ticket count, backlogged ticket count, and other support KPIs. Document and dashboard filters allow agents to gain a deeper understanding of individual performance by changing the time periods or ticket priority level. Drill down on ticket details to see which specific tickets might have affected resolution rates. Analytics motivates and encourages each employee to meet his/her goals by clearly summarizing his/her performance through beautifully designed dashboards and data visualizations. Promote healthy team competition by providing bar charts that highlight how an agent compares to his/her respective team and where he/she stands in achieving department goals.

Individual Performance Report
Enterprise IoT Solution

Customer Verification

The Challenge

Customers expect seamless, secure access to any sales or service channels whether in-person or remote. It is critical for call centers to be able to validate an incoming customer’s identity as accurately and rapidly as possible to ensure account security and reduce fraud. Just a few questions can add precious seconds or even minutes to each call, yet up to 30% of legitimate callers are failing knowledge-based authentication. This can increase costs by 50 cents or more per inbound call.

The Solution

MicroStrategy’s Usher helps prevent fraudulent behavior in a call center environment by offering a variety of secure, remote authentication methods. Instead of using costly telephone network forensics or insecure knowledge-based questions, customer service can authenticate a caller’s identity over the phone using one-time Usher codes or push notifications that are available on a user’s smartphone. Instant verification shaves minutes off of every inbound call, so with 80% of call center operating costs being due to call handling times, Usher can save hundreds of thousands of dollars of operational costs each year while positively impacting satisfaction scores and retention rates.

Customer Verification
Enterprise Analytics Solution

Customer Engagement Analysis

The Challenge

Current customers can make or break a brand’s impression to a potential customer based on their personal experiences. Every interaction across each channel needs to be quantified so that organizations and businesses can understand how well they are serving the customer.

The Solution

Customer service functions have access to the data that point to where the greatest opportunities for company progress and transformation can take place. MicroStrategy quantifies customer experiences and touchpoints, and consolidates them into a dashboard that tells support managers what customers are thinking and feeling. Though brands are valuable in connecting with customers, truly valuable engagement is among customers themselves. Understanding these interactions can help companies understand what might contribute to customer churn. Implementing MicroStrategy allows support managers to blend survey reports that hold net promoter scores and satisfaction levels to get an insider’s view of whether customer expectations are being realized. They can then process through the best methods to encourage customer engagement and foster organic customer socialization. Measuring customer responses is crucial for long term support strategy. This offers clarity on where service falls short and customer engagement caves.

Customer Engagement Analysis
Enterprise Mobility Solution

Customer Health Overview

The Challenge

Attributing numbers to emotion is an arduous undertaking for businesses. Knowing how customers rank in happiness according to a standard scoring system is impossible when profile data resides in multiple systems, such as Salesforce, Eloqua, and other marketing and sales tracking systems.

The Solution

Automate customer health score assignments for every customer. Build custom rules and metrics with MicroStrategy’s out-of-the-box functions to measure customer value and predict customer loyalty. By attaching metrics to customer value, business analysts or account executives will be able to monitor the customer base closely and devise targeted strategy that drives more revenue. Easily adjust the weights for different variables as data and business models change. MicroStrategy makes customer data meaningful, enabling support teams to deliver premium service to each customer.  

Customer Health Overview

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