The Challenge

The Challenge

An international manufacturer wanted to improve its client experience for those receiving product support and submitting Return Merchandise Authorization (RMA) requests.

The client’s portal allowed users to activate their devices, but it couldn’t grant them access to real-time support. Instead, customers were required to send an email or call if they experienced activation issues — or if a device needed to be returned.

Needless to say, customers were growing increasingly dissatisfied with response times, a scenario that was only further aggravated when support agents had to ask them for information that was already in the portal.

The Approach

The Approach

For more immediate assistance, Spinnaker Support implemented Live Agent in Salesforce and extended it as a widget in the client’s customer portal. Live Agent addressed two customer frustrations:

  1. Even if an agent couldn’t immediately assist a customer, the chat window ensured waiting customers felt attended to by providing queue positions and estimated response times.
  2. So that customers wouldn’t have to give repeat information, a pre-chat form collected their devices’ serial numbers. Hitting submit on the form would trigger a query for the asset record in Salesforce and deliver the device information to the attending agent.
The Solution

The Solution

The client’s initial lack of real-time support and access to relevant customer information resulted in a disconnect between the client and its customers. By implementing this new approach, customers were taken from feeling helpless when problems arose to feeling empowered in a seamless user experience.

Now customers never had to leave the portal to complete their activation process:

  • They could submit support and RMA requests — and receive responses — without ever having to leave the portal.
  • Because they knew their estimated wait times, customers could decide if they wanted to wait for support or come back later.
  • Agents no longer needed to ask qualifying questions about customer devices, reducing call duration and frustration.