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TOPS Software Support Evolution

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Mike Hardy, President of TOPS Software, discusses the evolution of their Support channel as the company grows with an eye towards building a scalable process centered around reducing their client's effort

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TOPS Software Support Evolution

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  1. TOPS Support 2014 changes made to improve customer effort and service

  2. The way things were … • Support Goal: to get you assistance as quickly and professionally as possible Meet Jeanne We need help! I need help! Customer Customer Customer Customer Support Team Member (yeah, she’s awesome!) This model breaks down when more than one client calls in – which happens A LOT!

  3. The new way … • Change Goals: Keep the personal touch while getting you to Support faster Jeanne (still awesome) Automated Support I need help! Customer Support Team Member Customer Care TOPS Wiki

  4. In summary • Every change made has been with you at the center • We know we have kinks to work out • We love your feedback • We’re committed to the best TOPS experience for you

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