Rediker’s support team won a seat at the decision-making table with Cx MOMENTS
Following the integration of Cx MOMENTS onto Rediker’s Helpdesk data, Cx MOMENTS discovered 60+ reasons for customers to contact Rediker’s support. “With this very granular view, we can now use real metrics such as volume, trend and satisfaction to prioritize specific customer issues.” The Tech Support Team now had hard data on what was causing customers complaints and went from being a reactive fire fighter and cost centre in the business, to providing real direction on the future of product development.
Cx MOMENTS provided metrics and evidence that enabled Rediker to drive change in their product. This allowed tech support to start the conversation with the development team by sharing real customer feedback and providing hard data points.
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