Aardvark

enterprises

Memo
Date: To: From: Subject: September 16, 2012 Gina Varcone, Vice President of Professional Services Aardvark Enterprises Kristal Pfeiffer, Senior Technical Writing Manager Aardvark Enterprise Recommendation Report for Customer Software Solutions

Purpose
The purpose of this study, Providing Customers with Software Solutions: A Recommendation Report, is to identify opportunities in order to create an effective online image and increase support for customer software issues. We completed the following primary and secondary research to determine options and criteria: 1. Reviewing recorded phone conversations from our help desk to determine: frequently reported problems, the percentage of problems resolved, and to gather customer feedback. 2. Analyzing our database reports for the most common software issues. 3. Researching the top-rated online companies to assist in determining criteria for effective website design and customer satisfaction. 4. Completing customer surveys understand their wants and needs. 5. Researching social media trends and how they could strengthen customer relations through accessibility, communication, and community involvement. 6. Meeting with successful website designers and researching effective websites to determine criteria for user-friendly design. 7. Evaluating employee training and educational programs in technical and professional communication and social media tools.

Decision Matrix for Customer Service Solutions

Opt ions f or Cust omer Service Solut ions
Upgraded W ebsite Cat. Weight (1-100%) T raining Program T weets Blog Fac ebook

Crit eria Cat egory Breakdown

Rating (1-5)

Score

Rating (1-5)

Score

Rating (1-5)

Score

Rating (1-5)

Score

Rating (1-5)

Score

Customer Support Contact Criteria Easy-to-find Support Help Information Available Immediately Available Anytime of Day Convenient Accessibility/User-Friendly Cus to me r S e rv ic e Crite ria Personal Interaction Prompts Immediate Feedback Solves Problems Efficiently Cus to me r E d uc a tio n Crite ria Better Training in Introduction New products/Relevant Information Troubleshooting Directions Online P re s e nc e Crite ria Professional Satisfied Customers Credibility Community Contribution

45% 10 15 10 10 30% 10 10 10 15% 8 5 7 15% 3 8 2 2

5 5 5 5 5 5 5 5 5 5 5 5 5 3

50 75 50 50 50 50 50 40 25 35 15 40 10 6
546.0

5 5 5 5 5 5 5 5 5 5 3 3 3 2

50

75 50 50 50 50 50 40 25 35 9 24 6 4
518.0 92.20%

5 5 5 5 4 5 4 2 5 5 4 4 2 2

50 75 50 50 40 50 40 16 25 35 12 32 4 4
483 87.90%

3 1 5 2 2 0 0 0 5 5 4 4 3 5

30 15 50 20 20 0 0 0 25 35 12 32 6 10
255.0 46.40%

1 1 1 3 2 1 1 1 4 4 2 5 4 5

10 15 10 30 40 0 0 8 20 28 6 40 8 10
225.0 41.00%

P e rc e nta g e o f Crite ria Me t b y E a c h Op tio n Ca te g o ry

99.30%

After we completed these goals, we developed criteria for all options to be considered. Our results determined customers need easy access to company support, are more likely to be satisfied when problems are handled by personal human interaction, and fast problem resolution due to educated employees. Although there is a major trend suggesting the use social media technology, research on the highest-rated companies found customers prefer old-fashioned customer support with the accessibility and user-friendly design of websites and social media. Based on our findings, my recommendation is to focus on solving 100% of customer problems. I suggest we upgrade our website to a user-friendly design and provide easy-to find contact information. I recommend we roll-out a major employee training program, educating our employees on extensive product knowledge, trouble-shooting in a timely manner, and the ability to feel-out customers and prompt feedback. This new program will also teach our developers how to design and maintain an effective website to represent a professional online presence and provide links to Twitter, Facebook, blogs, an FQ&A section, live chat support, and other helpful links. I appreciate your confidence in my ability to resolve these issues, satisfy our customers, and create an online image to represent the greatness of our company. I look forward to working with you and achieving the desired accomplishments. If you have any questions, please call Kristal Pfeiffer at 704-867-5309 or email me at pfeiffer94@ecu.edu.