Technical Support Services Continue to Improve
With the launch of our eService Center in 2002, we introduced the industry to the first and only 24/7 online support system. This solution was in answer to customer feedback requesting the ability to get answers to their questions anytime, day or night, including holidays and weekends. In this first year, we improved our customer satisfaction rating from 84% to 92%, an incredible accomplishment considering the industry average is only 74%*.
Since this time, we have continued to work hard to find even easier and faster ways for you to receive answers to your technical support questions. With the release of XactRemodel and Xactimate 24, we have taken another major step in providing you answers to your questions 24/7.
Introducing Real Time Training - it automatically displays help topics for the area of the program in which you're working and also includes multimedia "Show Me" topics that are animated with narration. Xactimate contains nearly 2,000 Real Time Training documents and XactRemodel has over 1,000. Through Service Packs and customer feedback, we continue to update and add new Real Time Training documents to support your needs, literally a click away!
Along with Real Time Training, here are a few other customer support accomplishments we have recently made:
- From 2003 to 2004 our Self-Help percentage (customers who find answers using our eService Center Answer Center documents without using Chat, Email or Phone support) increased by 61%.
- For both 2003 to 2004, we have continued to keep our customer satisfaction level above the 92% mark.
- We have over 1,200 Answer Center documents available on the eService Center with more being added each month. The best part is that Answer Center documents include easy-to-follow, printable instructions that are focused on specific issues and questions.
- In the majority of cases, the answers provided by our support technicians are also available in one of our Answer Center documents. When this is the case, the technician can send an email with a direct link to the appropriate Answer Center document. This email process improved 239% from 2003 to 2004 and has helped many customers find their answer in the shortest time possible and retain a written record of the solution for future reference.
- Our online chat average speed of answer has averaged well under 2 minutes the past two years.
We hope you will find the recent enhancements to be helpful and beneficial for your business needs.
*Based on the 2005 American Customer Satisfaction Index
About Xactware Inc.
Founded in 1986, Xactware, Inc., is a privately held technology services company (www.Xactware.com), specializing in the property insurance, remodeling, and restoration industries. Xactware's technology tools include software estimating programs for PCs and tablet PCs as well as powerful online systems for replacement cost calculations, estimate tracking, and data trending in real time.
For more information about Xactware's products and services, contact Xactware at 1-800-424-9228 or contact us online.