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Enhancing Customer Satisfaction through Improved Communication: A Web Hosting Platform's Journey
Technology Category
- Analytics & Modeling - Real Time Analytics
- Platform as a Service (PaaS) - Application Development Platforms
Applicable Industries
- Education
Use Cases
- Real-Time Location System (RTLS)
Services
- Training
The Challenge
A leading web hosting platform was grappling with the challenge of unclear and confusing customer support interactions. Despite the support team's extensive product knowledge, their written responses often lacked clarity, leading to low customer satisfaction scores. The company identified a correlation between grammatical errors in support tickets and these low scores. As a result, the leadership began to rely heavily on team members with strong writing skills, leading to an uneven distribution of workload. This overburdened high-performing employees and deprived others of opportunities to improve. The company sought a solution to balance the workload and enhance the overall team experience.
About The Customer
The customer in this case study is a popular web hosting platform. The company is committed to providing excellent customer service, but was struggling with unclear and confusing support interactions. Despite the support team's extensive product knowledge, their written responses often lacked clarity, leading to low customer satisfaction scores. The company recognized the need for a solution that would improve the quality of written communication, balance the workload among team members, and ultimately enhance the customer experience.
The Solution
The web hosting platform turned to Grammarly Business to improve the writing process across the entire customer support team. Each team member created an account that integrated with their workstations, allowing them to receive real-time suggestions for grammar, clarity, and more. For instance, if a team member used 'there' instead of 'their', Grammarly Business would underline the word and suggest the correct usage. This real-time communication coaching empowered every team member to produce higher quality writing, leading to clearer and more consistent interactions with customers. The company could now be confident that their customers would receive excellent service with minimal oversight or reliance on high-performing team members.
Operational Impact
Quantitative Benefit
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