Customer Support relief

Relief pressure and cut down costs of your Customer Support desk

Even though you’re as thorough as possible, and claim to have a website containing absolutely all information any citizen could be looking for, citizens still find reasons to contact your Support Desk.

Of course, a good servicing Support Desk does increase citizen satisfaction. But, the costs of Call Center staff are high. And, Call Centers often don’t have visibility into why customers are contacting them. A Dutch department calculated the costs per call to be as much as 20 Euro! They decided to start monitoring the FAQs section on their website. Acting on insight of what answers users didn’t find suitable to their questions allowed them to improve their website. And, in addition, decrease the number of calls to the Support Desk.

UXinsight

With UXinsight's real-user monitoring, your customer Support Desk has complete insight in what users saw on your website, and what actions this resulted in. UXinsight captures all details of every single interaction. Replaying the bottlenecks your customers experienced, allows them to act pro-active. Additionally, it gives input for usability experts to act on first-hand information on user experience.