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Delivering Customer Delight - Improving Self-Service while Reducing Cost

Delivering Customer Delight - Improving Self-Service while Reducing Cost

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  • 1. Delivering Customer Delight Improving self-service whilst reducing cost Jon Landau – Director Customer Engagement, Huddle.net
  • 2. When the Myspace generation goes to work • Teen punk swearing
  • 3. Some of Huddle’s clients:
  • 4. • Who are our customers? • What are they going to pay us? • How are we going to train them? • How are we going to support them long term?
  • 5. Integrated / Enterprise Suite Server / On Prem Web / Cloud Point Solutions
  • 6. Stats Jan - Apr 2010 Page Views 64511 KB Articles Viewed 11257 KB Searches Performed 5427 Files Downloaded 1188 Visits 29717 Service Requests 1549
  • 7. • 73% of customers feel they have enough training & support to use Huddle effectively • 78% of customers would recommend Huddle to other internal teams or a client/supplier (i.e. great, but much more to do!)
  • 8. * artists’ impression