Who is the message intended for?

In July our company launched Servelink to connect technical support with our front line customer service representatives. The goal was to streamline consumer problem resolution by putting the sales force in instant interaction with our qualified technicians to solve complex problems. Between October and November, an average of 280 messages per day were sent via Servelink. The technicians were able to resolve an average of 220 tickets per day, increasing our efficiency by 14%. This resulted in increased satisfaction, as indicated by our poll in late November.