In fact, company officials said that the company’s technical support team – the most direct and successful way to fox system issues – had 100 percent positive feedback from the team’s surveys for the month of October 2009.
Michael Henochowics, president, OPC Market, said that the success can be attributed to OPC’s constant communication with its customers. “In the beginning, getting to know our customers and their technical requirements are fundamental,” Henochowics said. “We have found that the most valuable step in our process is to complete a pre-site survey with each one of our customers.”
By taking time for one-on-one interactions to gauge feedback from SpitFire users, OPC’s entire staff – sales, technical and programming – are under one roof working together to provide customers with an exceptional experience.
Using logmein.com, as a method for technical support, customers can utilize the offered live chat engagement from the desktop of the users Spitfire system to connect with technical support staff to discuss any service issues, as well as regular maintenance questions should any arise.
“This is a secure connection initiated by the customer is used for training and technical assistants,” OPC officials said.
Additionally, with the logmein.com system, OPC customers can transfer files and remote access to SpitFire servers from one remote location, both essential functionalities for when there’s a bump in the road with any of the OPC systems.
By using this logmein.com system, OPC’s technical support team, after each support session – or software training program – will ask the customer a series a questions in order to gauge feedback on the team’s performance.
Questions along the lines of “what is the status of your issue?” and “please rate your tech support experience,” are some ways customers give feedback to OPC’s team to ensure they’re doing their job at solving technical issues in a fast and effective way.
With the technical support staff, “SpitFire customers can expect quick response, issue resolution and management that cares,” OPC officials said. “Satisfaction is why our customers continue to refer business and grow their SpitFire systems.”
In gauging customer feedback, Warren Henochowicz, vice president of OPC, said that OPC’s predictive dialer has become popular over the last three years and that now, more than ever, companies need tools to become more efficient and productive.
“The SpitFire Predictive Dialer was created for the small to mid-sized companies that couldn’t afford call center products,” Henochowicz said. “Our price point allows this huge market segment the ability to incorporate the SPD into businesses – big or small.”
Additionally, the SpitFire auto dialer is still very popular for notifications, text to speech and reminder applications, Henochwicz added.
Additionally, to ensure that every customer has the appropriate in depth knowledge to handle as much technical and maintenance issues independently should they choose to do so, OPC offers daily training workshops where customers can call in and have a tutorial of their specific OPC product.
And, with OPC’s technical support team making every effort to provide its software users with support, the 100 percent positive results proves they’re doing just that.
So, what does this mean for the future of OPC Marketing? New – and improved – products, OPC officials said.
“An enterprise SpitFire predictive dialer solution has been in development and will be announced-released in 2010,” Henochwicz said. “Predictive Dialers have a bright future in remote agent applications. IP technology is driving LD costs down and allowing a huge opportunity worldwide.”
Kelly McGuire is a TMCnet Web editor, covering CRM and workforce technologies, and anchor of its daily TMC Newsroom video broadcast. Kelly also writes about eco-friendly "green" technologies and smart grids, compiling TMCnet's weekly e-Newsletters on those topics, as well as the cable industry. To read more of Kelly's articles, please visit her columnist page.
Edited by Kelly McGuire