Griffin is helping resellers improve first-call-clear rates on their broadband help desks by building Knowledge Based Diagnostics (KBD) into their support tools and extending it out to Partners through their self-service portal, MOPS.
The company says customers expect technology to fail every now and then and the way in which their supplier deals with problems has more of an effect on loyalty and repeat business than the failure itself. Studies have shown that 95% of business customers that have required technical support and have had a good experience say they are likely to buy again from that supplier – regardless of how serious the problem was.
Knowledge Based Diagnostics is the latest tool available from BT Wholesale allowing Griffin Partners to better diagnose problems, book faults and call out the appropriate engineer on the first call. It is integrated into the MOPS platform and gives Griffin Partners full control to manage service issues end to end themselves.
“Our ethos is to give our Partners the tools they need to control their own customer relationships. By giving our Partners direct access to fault diagnostics, fault booking and engineer appointments, issues can be dealt with immediately without having to pass them off or contact a third party before being able to deal with them. KBD makes it even easier for resellers to get to the root cause quickly which reduces cost to the reseller and improves their customers’ satisfaction” Andrew Dickinson, MD, Griffin.