Harnessing the Power of Stars
Most people use technology tools to support day-to-day activities at work and home. However, tool failure increases anxiety and instills a sense of urgency to get back to work. When tools fail, support teams often struggle to provide excellent customer service, fix the tool, and address the end user’s state of mind. It’s a juggling act. Traditional IT ticketing systems are a perfect example. IT ticketing support personnel are not encouraged to provide timely resolution while appeasing the end user. Customer service isn’t typically their priority, but here at EVAN, we’ve made it ours.
EVAN is a platform that provides real-time IT support by matching IT Pros with those in need of technical support. IT Pros are encouraged to address end user state of mind and provide superior customer service, every time. EVAN uses gamification scoring concepts to drive IT Pros’ behavior, ensure rapid solutions, and reduce user anxiety.
You may have seen similar gamification if you’ve used Uber, Lyft, or YourMechanic—all of which invite customers to rate their experience with stars and badges. Likewise, EVAN is taking rating systems and customer feedback to a whole new level.
At the end of every EVAN help session, we invite customers to rate their overall experience using a 5-star system. More, if an IT Pro has an average of 4 or 5 stars, the customer can also grant the following badges: Speedy, Friendly, Smart.
Our rating/feedback model plays a crucial role in reducing end user anxiety. Additionally, our customers never have to jump through hoops or wait for hours to find an answer. Our IT Pros are easily accessible and available right when you need them.
The EVAN management team reviews IT Pros’ scores monthly and rewards those with the highest star/badge combinations. Sessions for those who fall within the 3-star category are reviewed and discussed to identify opportunities for improvement. We have created a specialized training program to address weaknesses and help the IT Pro increase their ratings.
EVAN’s customer service is the highest in the industry because of focused gamification. It helps us encourage our IT Pros to drive the right response time and address customer needs quickly and correctly—the first time, every time. Harnessing the power of stars allows us to narrow in on IT Pro behavior and 1) identify what we can do better, and 2) learn from customer feedback.
When tools fail and you need tech support right away, look no further. EVAN IT Pros are eager to help you get back to business fast. Try EVAN for free today, and rate your experience with us at the end of your session.
EVAN is more than just a great source of technology information; we have IT Pros waiting to help you fix your computer problems right now.