At FT Works, we are dedicated to providing tangible results for our customers · Because our only focus is support we fully master industry best practices for support teams of your size supporting products of similar complexity. · We work on all aspects of support so we bring a holistic view to every project for optimal results. · We use proven methodologies to deliver successful results quickly and at minimum risk. · We have a knack to work with all the stakeholders inside and outside the support team so we can build consensus for support projects. · We have no allegiance to any particular group so we can provide unbiased recommendations. · As a boutique firm we rely on a flexible, targeted approach that maximizes your return on investment. · Were people friendly. The goal for each engagement is to leave your team well trained and able to sustain the improvements on its own.
Business Outcomes
Key Performance Indicators (KPIs): Support Services
Improve CSAT and first-call resolution, and make your agents more proficient by putting the most relevant, case-specific information at their fingertips as they engage with customers.
Knowledge Management Best Practices
Gather information from everywhere, any source, any silo, no matter how unstructured, and unify the relevant results in a single user interface.
Top Trends for Self-Service
Today’s empowered customers want to solve issues on their own. Why stand in their way? Coveo helps you deliver AI-powered search within your self-service site so customers can easily and quickly find the most relevant solutions.
