Delivering Customer Delight - Improving Self-Service while Reducing Cost

1. Delivering Customer Delight
Improving self-service whilst reducing cost
Jon Landau – Director Customer Engagement, Huddle.net

4. When the Myspace generation goes to work
• Teen punk swearing

5. Some of Huddle’s clients:

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?

9. Integrated / Enterprise Suite
Server / On Prem Web / Cloud
Point Solutions

16. Stats
Jan - Apr 2010
Page Views 64511
KB Articles Viewed 11257
KB Searches Performed 5427
Files Downloaded 1188
Visits 29717
Service Requests 1549

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!)

19. * artists’ impression