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How to Streamline your experience with Esri Technical Support

July 12, 2011 (2:00PM to 2:45PM). How to Streamline your experience with Esri Technical Support. Pete Hollis & Michael Montemayor. I need help. What do I do?. TBD. Houston, we have a problem!. Where do I start? www.esri.com. Esri Support Web Site. Self Help.

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How to Streamline your experience with Esri Technical Support

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  1. July 12, 2011 (2:00PM to 2:45PM) How to Streamline your experience with Esri Technical Support Pete Hollis & Michael Montemayor

  2. I need help. What do I do? TBD

  3. Houston, we have a problem!

  4. Where do I start? www.esri.com

  5. Esri Support Web Site Self Help

  6. IDEAS: Your Voice will be Heard! Post! Vote!

  7. Support Blogs

  8. What if I still can’t figure it out?

  9. I need to help from an expert!

  10. Esri Support Web Site Log an Incident

  11. I am current with Maintenance? What are my options? • Phone • I need help now • I want to discuss the issue with an expert and explain my problem • Chat • I need help now • Seems like a straightforward issue • I want to save the notes from our Chat • Email • This is important, but not urgent. • I want to get this started, but I have other work to do now. • I want to attach a lot of data • This is complex, I want to give you time to figure it out

  12. I want to talk to someone live, right now! Phone 1-888-377-4575 • Please have Customer # and 4 Digit Ext Ready • Go Straight to an Analyst • Press 0 to speak to a receptionist • Open 5am PT to 5pm PT, Mon-Friday

  13. I need a quick answer, while I multi-task. • Chat – Chat Live Mon-Fri 5am PT to 5pm PT Start Chatting with an Analyst

  14. I need help with a complex issue and need to attach a file Email – Owned during standard business hours (5am PT – 5pm PT) Analyst will own your incident and contact you shortly.

  15. What’s Next? Is that it? To get started, yes. But… But what? Help us help you! What do you mean?

  16. Key Info to include in Email or have avail for Phone/Chat • If you send us the following, it really speeds up the process… • Key Configuration Information • Product • Version/Service Pack • Operating System; 32 or 64 bit • DBMS; DB Version; Web Server • Language • Trouble Shooting Information • What are you trying to accomplish • Tests and Results • KB articles reviewed; Searches Conducted • Error messages

  17. What can I expect? • Phone - How’s the Service? Average Time to Answer – 22 Seconds 81% of Calls Answered in 20 Seconds or Less 67% of Incidents Resolved on First Contact Customer Satisfaction = 4.6 out of 5 (1-Poor, 2-Below Satisfied, 3-Satisfied, 4-Above Satisfied, 5 – Excellent) Net Promoter Score – 72% Promoters (Scored 9 or 10 (out of 10) in likelihood to recommend Esri based on Tech Support experience)

  18. What can I expect? Chat – How’s the Service 9% of all Incident Volume 57% of Chats Owned in 30 Seconds or Less Customer Satisfaction = 4.3 out of 5 (1-Poor, 2-Below Satisfied, 3-Satisfied, 4-Above Satisfied, 5 – Excellent) Net Promoter Score – 64% Promoters (Scored 9 or 10 (out of 10) in likelihood to recommend Esri based on Tech Support experience)

  19. What can I expect? • Email - How’s the Service? 37% of all Incident Volume 87% of Emails owned in 2 hrs or less Customer Satisfaction = 4.4 out of 5 (1-Poor, 2-Below Satisfied, 3-Satisfied, 4-Above Satisfied, 5 – Excellent) Net Promoter Score – 64% Promoters (Scored 9 or 10 (out of 10) in likelihood to recommend Esri based on Tech Support experience)

  20. How do I follow up? TBD

  21. How do I check on status of an incident or bug? Check My Support

  22. My Support • ……

  23. My Support

  24. Customer Satisfaction Surveys/Voice of the Customer • Items for this Section • My Support • UAG Process • Call Backs • Surveys/Voice of the Customer

  25. Do you have other Service Options? TBD

  26. ESRI Premium Support(including 24 x 7 support) Technical Account Lead Prioritized Incident Management

  27. Secure Support • Key Elements • Technical Account Managers with Clearance • Confidential Networks and Office Locations • Set up to Partner with Users who need GIS Expertise, provided in accordance with Federal/Agency requirements

  28. User Conferences – Tech Support Island

  29. New Incident Volume continues to climb for Int’l Distributors

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