For most companies, the success of their service and support department shapes the customer experience. That customer experience determines how much future business your customers will send your way and the number of good referrals they will provide.
Measuring service satisfaction is key to your company’s financial success because repeat customers and referrals are the most profitable way of growing a business. Long-term customers are also one of the best-sources for innovative product and service enhancements, enabling you to avoid being commoditized as new competition enters your market.
 | Is your customer service and support as good as it can be? |
| Is it better than your competitors? |
| Do your customers’ experiences with your company increase or decrease their satisfaction, loyalty, and ultimately advocacy? |
| How quickly do you respond to problems? |
EEM ServiceWave™ will help you to find the answers to these questions and provide the real-time feedback required to measure, manage, and improve the satisfaction of your customers' experience. EEM ServiceWave™ is a vital component of your overall strategy for maintaining high levels of customer advocacy and profitable growth.
EEM ServiceWave is a hosted, web-based solution with a foundation on
service and support best practices, that integrates with your internal IT system data, workflows and processes. The sole purpose of EEM ServiceWave™ is to help you manage the customer experience, within your budget, and help you deal with issues such as employee evaluation, turnover, skill development, while enabling you to improve quality and the customer experience. And most of all to ensure you add value across the entire enterprise.
EEM ServiceWave™ delivers timely and relevant customer insight to managers and service personnel in a format they can use.
This distribution of pertinent and actionable intelligence means that EEM ServiceWave™ not only enables customer support representatives (CRS) proactively
service accounts, but empowers managers to determine where to invest improvement program dollars on a day-to-day basis to meet overall business objectives. And as a continuous monitoring system, EEM ServiceWave™ provides a real-time measure
of the customer experience for service and support customers, ensuring that every problem triggers an alert to begin the recovery process and that every trend in customer experience is being appropriately addressed by the entire organization.
EEM ServiceWave™ helps you to:
 | Close the customer feedback loop |
| Leverage your current investment in information technology by incorporating call center |
| Resolve support problems immediately before they escalate and cause customer defections (timely customer recovery) |
| Assess customer experience enterprise-wide across all customer touchpoints, or target a specific customer segment or touchpoint |
| Identify high-impact service and support actions that will have the greatest positive effect on customer services |
| Understand and measure how support affects customer referrals and financial growth |
| Identify gaps in performance |
| Identify and learn from the techniques, skills, processes, and employees associated with the highest levels of customer experience satisfaction |
| Institute incentive compensation plans, improve processes, and provide skill development that will drive positive employee behavior |
| Forecast the bottom line impact of potential changes to your people, processes, and technologies |
EEM ServiceWave™ will help you to find the answers to these questions and provide the real-time feedback required to measure, manage, and improve the satisfaction of your customers' experience. EEM ServiceWave™ is a vital component of your overall strategy for maintaining high levels of customer advocacy and profitable growth.
