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Welcome to the Touch Support Community Newsletter! Let's get started with November edition.

Hi <<First Name>> !
SPOT ON PRODUCTIVITY
DID YOU KNOW?
Quote

Globally, the biggest frustrations with customer service experiences are having to contact a company multiple times for the same reason, long hold times, dealing with unfriendly employees and having to repeat the same information multiple times.

Accenture recently measured the experiences of 13,000 customers across 10 industries and found that the vast majority of consumers (51%) switched companies due to poor service experiences, with the highest of these being companies in our industry - tech services.

In 2014 and beyond, it’s highly imperative that companies continue to improve their customer services by being consistently available via social media, email, phone and chat.

Source:
http://www.accenture.com/SiteCollectionDocuments/PDF/Accenture-Global-Consumer-Pulse-Research-Study-2013-Key-Findings.pdf

 
EMPLOYEE SPOTLIGHT
RYAN MILLER
I recently became a part of the Touch Support team back in July, and have been working hard to get up to speed on the technologies we utilize. Coming from a CCNA/Networking background, leveraging VMware products is new to me. This has been a wonderful, yet challenging, learning experience.

Aside from my networking experience, my skills and interests are pretty varied. I am a PC gamer in my free time, which lends me to an intimate knowledge of building and troubleshooting PCs. I am also quite interested in the Japanese language and the Culture of Japan.

I taught English in the small town of Hamatonbetsu in Northern Hokkaido, Japan for 2 years. Outside of the technical, I enjoy snowboarding in the winter, and disc golf in the spring and summer.

 

TECH TIP
LEARNING BYTE

LearningByte 02 - One Shell to Rule Them All


Periodically, we’re going to be posting how-to and educational videos to our YOUTUBE CHANNEL. Ready to dive right in?

Head over to download the latest version of pssh and begin your journey to becoming a command line ninja!

 

GET INVOLVED

There’s still time to participate in our survey and enter to win a $50 VISA gift card! We’ve received a lot of great feedback already and really appreciate those of you that took time to send us your thoughts.

In case you missed it - our team has been busy forging partnerships with industry leaders and developing business intelligence software to provide you with real-time insights – all to help improve your customer satisfaction.

We’re anxious to know what you think! If you have 5 minutes we’d love your input.

 

CUSTOMER HAPPINESS
REPORT

Our partner, LiveChatInc, released a great report using data from over 3,300 companies utilizing their chat platform. Year after year, live chat is becoming an increasingly important part of the customer service puzzle.

By offering a live chat feature on your website, you can provide near instant communication that is more efficient than phone or email.

Any company with online sales or support can gain valuable insight from their report to improve customer service.

 

SUPPORT NUMBERS AND STATISTICS
WHO DOESN'T LOVE RAW DATA?

One of our main goals is to constantly improve customer satisfaction and make Touch Support a better company for customers and end-users that advocate for us and use our services.

There’s no better way to challenge ourselves than to be transparent and share our data. Straight from the desk of Eric, our Director of Support, are numbers from the month of October.

Customer Satisfaction and AHT - October 2014. - powered by LiveChat
FOLLOW US ON SOCIAL NETWORKS


   

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