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iYogi Improves Customer Support & Fault Resolution Times With Live Chat
iYogi provides next-generation, personalized remote computer support services for consumers and small businesses. Live 24/7/365 support coverage extends to technologies that we use everyday. iYogi's comprehensive support coverage spans across 72 desktop software applications, servers, hardware devices, printers, peripherals, routers and modems.
iYogi was founded by a highly experienced team passionate about raising the bar on service quality. iYogi's customer approval rate of 93% and resolution rate of 87% are amongst the highest published benchmarks in the computer support industry.
With Over 550 employee's iYogi combines superior talent, from major brands like Dell, HP, Microsoft and IBM, with proprietary technology to deliver the best technical support. iYogi's knowledge database, grows with every interaction by documenting the problem, its solution and the specifications of the computer hardware, software and all peripherals. iYogi's personalization engine captures the customer's demographic information and his/her behavioural profile.
Every time a contact is made with iYogi the technician references the history of incidents and the customer's profile to deliver a faster service that is personalized. Enabling less-than-one-minute connectivity with technical specialists and with the ability to schedule a session with a preferred technician, iYogi provides the best technical support experience.
iYogi is Currently available to customers in United States, United Kingdom and Canada.
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Live Chat Objective
iYogi are driven by a customer-focused culture and delivering quality across all of its service channels, as a result they continually outperform the computer support industry with impressive resolution times and high levels of customer satisfaction. With an overall strength of 3000 certified experts and 125000 subscribers, iYogi were looking to further improve customer satisfaction and fault resolution times and increase productivity of their agents.
iYogi were aware that its customers were demanding alternatives to telephone and email support and after conducting some initial research concluded that live chat would meet their requirements and help them further improve not only the relationships with their existing customers but also assist them in gaining new ones.
iYogi embarked on an initial free trial to further assess the impact of Live Chat within the business, within a matter of days the trial proved a success with customers providing positive feedback on the alternative method of contact/support that was now readily available to them.
Solution Overview
WhosOn is used by thousands of organisations across the globe including some of the worlds leading financial institutions, insurance providers, government agencies and commercial entities, WhosOn is able to provide a stable and proven chat platform, high levels of responsive technical and sales support, an established history of implementation and a continued software development program that iYogi was seeking in a strategic partner.
iYogi selected the installable Enterprise Edition of WhosOn, as an alternative to the hosted platform, this enabled them to retain internal control of their mission critical applications and server platforms. Live chat was deployed throughout the website, to improve their support service offering and to offer their users an alternative form of contact.
Enhance The Customer Experience. Traditional forms of contact i.e. telephone and email were already established communication channels for iYogi's ever expanding customer base as a means of providing end user customer support. As a result of ever increasing customer led demand and internal research iYogi wanted to provide an alternative, Live Chat provided this. Visitors to the site are offered a choice of contact methods enabling them to select their preferred method of interaction with a support specialist, whether it via phone, email or live chat each website visitor has a contact method of choice.
Improve Fault Resolution Times. Live Chat was implemented to compliment existing contact channels, unlike email, which is often disjointed whereby a site visitor sends in an email request for support and they have to await an email response from a support agent, live chat provides an instant two way text base communication between support and an end user, instantly improving fault resolution times compared to email.
Increase Employee Productivity. Standard telephony for the moment is still the preferred contact method of choice, however as more and more people embrace the web, live chat is considered to soon overtake telephony. Unlike a voice call whereby a support agent can only handle one enquiry at a time the implementation of live chat enabled iYogi to handle multiple support requests at once with each agent having the ability to handle multiple chats at once.
Reporting and analytics. Comprehensive reports enable the effective management of chat agents and improvements to be made to the website in real time. Chat transcripts are stored and can be accessed at any time for reporting/review down to an individual chat operator level. To improve customer relationship management for returning visitors previous chats histories can be instantly searched so agents can see what has been discussed previously.
Results
iYogi considers Live Chat as a great success, from a trial to successful implementation and adoption it has ultimately led to increases in productivity and significant cost savings but more importantly it has given its customers a choice which in turn has led to improvements in customer care.
As a result of implementing Live Chat iYogi has seen its fault resolution rates increase to 86% and customer satisfaction is up to 95%, these are some of the highest published rates within the computer support industry and act as a testament to the use of live chat within a support environment.
Customer Comments Include
"iYogi.net is a real "one-stop" shop, I can choose how I want my enquiry to be handled whether it be by email phone or chat! In today's world where it seems that nobody wants to take responsibility. That's impressive!"
"I am delighted with the service which iYogi has given me, I simply requested a live chat with one of their technicians and within minutes my PC was working perfectly now, including all the peripheral equipment."
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