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Calculating Your VeriSupport Support Ranking (SR) Score : Your SR Score is composed of four core elements—availability and professionalism of live support, availability and professionalism of phone support, reliability as a company, and customer feedback/support response. These criteria each contain a number of elements which are individually scored using a combination of automated and manual processes. For example, part of your live support score includes not only our technology testing your live support for bots but also our representatives posing as shoppers and engaging with your support personnel. Once each criteria has a score, these scores are combined to create the Support Ranking (SR) Score that is displayed in your certificate.
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by SalttexYdax
2006 Toyota Tundra Crash...
Today at 05:48:37 am
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The SR Score Management System : With every subscription to VeriSupport’s program, companies get access to a powerful suite of online tools to help manage their SR Score. This Score Management System not only includes the ability to drill down into score criteria but also access to all customer feedback and support requests. As a critical component of your ability to provide support to your customers, the integrated support ticket manager allows you to track and respond to tickets within the required 72 hour period. This online portal for SR Score tracking also includes helpful information, best practices, and frequently asked questions about your SR Score and how to keep it high.
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by emehearkmew
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March 07, 2010, 11:09:33 pm
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Tips to Keep your SR Score High : Keeping your SR Score up, and consequently improving customer confidence, isn’t something that you can do overnight. It’s a long-term commitment to improving the way your company interacts with, and is perceived by, its customers. Below are some helpful tips on keeping your SR Score high:
1) Log into the SR Score Management System daily to check for new support requests and ensure that existing requests have been addressed
2) Assign someone from your company to managing the score
3) Assign resources to ensure that customer support requests are closed promptly
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by SalttexYdax
2001 Audi A4 Hatchback
March 09, 2010, 07:59:55 am
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Drilling Into Your Score : Through the SR Score Management System, you can drill into each criteria from which your score is calculated. When you drill down on criteria, you can see both automated scores and manual entries (i.e., for testing phone-based or live-chat support representatives). In some cases, scores are derived purely as a 0 or 100 (i.e., you have a certificate of incorporation on file) and in others they are derived on a sliding scale where 0 means you did not meet any criteria requirements and 100 means you met all the criteria requirements. An example of this is the availability of your live support. When a VeriSupport agent interacts with your live support, on scored criteria is responsiveness. How quickly one of your representatives engages with our agent determines the score on the sliding scale.
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by SalttexYdax
1984 Audi Pamphlet
March 08, 2010, 04:34:08 pm
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Evaluating a Merchant’s SR Score : The SR Score Certificate that the merchant displays on their website is a gateway into understanding more about their commitment to supporting you. When you click on the certificate, a pop-up window will open displaying the scores for the individual factors that make up their Support Ranking score—availability and professionalism of live support, availability and professionalism of phone support, reliability as a company, and customer feedback/support response.
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by emehearkmew
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March 07, 2010, 11:13:30 pm
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Submitting Feedback : If you have something to say about your experience with a company, don’t hesitate to cast your opinion! Simply click on the SR Score Certificate displayed on the company’s website and fill out the online feedback form. If you feel that your experience warrants a response, fill out the customer support request form. The company’s ability to respond to this request is a core component of their overall Support Ranking score.
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by emehearkmew
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March 07, 2010, 11:14:53 pm
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Managing Support Requests : As a member in the VeriSupport Support Ranking (SR) Program, you agree to respond to customer support requests (submitted through the online form available by clicking on your SR Score Certificate) within 72 hours. These requests are logged immediately into the tracking system available through the online SR Score Management System. After logging into the Score Management System, you can easily find your requests on the left-hand menu where you can read and respond to customer support.
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by emehearkmew
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March 07, 2010, 11:17:41 pm
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Delivering Top-Quality Support : Making live-chat and phone-support available to your customers is only the first step in achieving long-term customer confidence. Part of your Support Ranking score is determined by the professionalism of the agents that man these support channels. Our agents interact with your support representatives as customers. In this “mystery shopping” mode, our agents test your support personnel’s ability to answer questions, their level of product/company knowledge, their responsiveness, and the overall manner in which they interact with our agents. Communicating your commitment to supporting your customers means keeping your support agents trained and “on their toes,” eager to assist with customer issues.
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by georgesover
http://www.RENEWHOUSE4U....
January 31, 2010, 10:41:38 am
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Certificate Code : The SR Score Certificate is easily integrated into your website with some simple HTML code. When a user clicks on the certificate, a pop-window is displayed providing detailed information about the criteria of your score. The user can also interact with real-time feedback and support request forms.
These two code snippits represent the two dynamic elements hosted by VeriSupport: the certificate image and the dynamically generated score image.
You can see this inaction by visiting www.verisupport.com.
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by emehearkmew
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March 07, 2010, 11:20:25 pm
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Software Company : The following is a fictitious depiction of a software company employing the Support Ranking (SR) Score in their business.
Business Software sells their products both online and in retail stores. They have grown successfully each year after their launch in 2001 but they have seen a steady flattening of growth over the past two years. They recognize that there are more competitors in the market, especially web-based software providers, but they also know that they have built up a significant amount of brand equity. They turned to VeriSupport’s Support Ranking (SR) Program to improve their customer confidence in the hopes of jump-starting that growth again and further differentiating from the new competitors. Before signing up for the program, they ensured that their support processes were running smoothly and capable of quickly and professionally responding to customer needs. They also implemented several new features on their website which enabled customers to interact directly with their sales engineers as they perused the product information sections. As part of the order process, they implemented a follow-on survey to understand purchase and non-purchase decisions. One of the criteria in that survey asked about the purchaser’s feeling about their SR Score. Finally, they assigned a single point of contact internally to work with their VeriSupport account manager in managing their SR Score. After implementing the SR Score Certificate throughout the website, they were surprised at how quickly customers began to leave feedback, drill into their score, and submit support requests. They were also surprised at how often customers began to refer to their score in feedback and follow-up emails. By the end of the year, Business Software again saw their growth trending upwards and even exceeding what they had seen in the earlier days of their company.
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by georgesover
http://www.RENEWHOUSE4U....
January 31, 2010, 10:43:16 am
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Online Clothing Retailer : The following is a fictitious depiction of an online clothing retailer employing the Support Ranking (SR) Score in their business.
YourClothes.com sells their products exclusively online. They recognize that the online clothes business is a tough one. Customers don’t get to touch the products, sizing is an issue, and they compete directly with local retailers to which the customer may frequently shop. Customer confidence is perhaps the single most important deciding factor between purchasing from them and from a shop around the corner. The VeriSupport Support Ranking (SR) Program provided them a clear indicator to their customers that they were committed to long-term support. Over the course of several years, yourclothes.com had identified a critical factor in purchase decision—returns. Because shoppers couldn’t try on the clothes, there was a large probability that it may not fit and the customer would need to return the product. If the return process wasn’t transparent to the end-user (easy to get a RMA, easy to ship back, without hassle, etc.), the purchase would never happen. The SR Score Certificate was the perfect way for yourclothes.com to communicate to their customers that they were willing to support them (in this case with an easy return process). When yourclothes.com implemented the SR Score Certificate throughout their website, they expected to see an immediate upturn in sales. But that was not the case. As indicated by their feedback and support requests submitted through the certificate, customers were frustrated by the lack of support during the purchase process. Just like at their local store, customers wanted someone to speak with about what they were purchasing—material, color, fit. YourClothes.com immediately implemented a live-chat system that allowed customers to engage a sales agent as they were browsing products. These agents were provided in-depth product knowledge training so that they could converse with the shoppers on a very casual level about the products making for a very low-pressure environment (similar to “browsing the racks” at the store. That live support solution, coupled with their transparent return process, vastly improved their score and their sales—customers began to tell their friends and family about the quality products and easy shopping experience at yourclothes.com.
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by emehearkmew
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March 07, 2010, 11:23:06 pm
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VeriSupport.com - Info Center
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