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Delivering Customer Delight - ParaFest10

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HuddleHQ
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Delivering Customer Delight - Improving Self-Service while Reducing Cost

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Delivering Customer Delight Improving self-service whilst reducing cost Jon Landau – Director Customer Engagement, Huddle.net
When the Myspace generation goes to work • Teen punk swearing
Some of Huddle’s clients:
• 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?
Integrated / Enterprise Suite Server / On Prem Web / Cloud Point Solutions
Stats Jan - Apr 2010 Page Views 64511 KB Articles Viewed 11257 KB Searches Performed 5427 Files Downloaded 1188 Visits 29717 Service Requests 1549
• 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!)
* artists’ impression
Delivering Customer Delight - ParaFest10
Delivering Customer Delight - ParaFest10
Delivering Customer Delight - ParaFest10

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Delivering Customer Delight - ParaFest10

  • 1. Delivering Customer Delight Improving self-service whilst reducing cost Jon Landau – Director Customer Engagement, Huddle.net
  • 2.
  • 3.
  • 4. When the Myspace generation goes to work • Teen punk swearing
  • 6.
  • 7. • 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?
  • 8.
  • 9. Integrated / Enterprise Suite Server / On Prem Web / Cloud Point Solutions
  • 10.
  • 11.
  • 12.
  • 13.
  • 14.
  • 15.
  • 16. Stats Jan - Apr 2010 Page Views 64511 KB Articles Viewed 11257 KB Searches Performed 5427 Files Downloaded 1188 Visits 29717 Service Requests 1549
  • 17.
  • 18. • 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!)