Enhancing Customer Experience through Grammarly Business: A Case Study on an Enterprise Software Company

技术

功能应用 - 企业资源规划系统 (ERP)
网络与连接 - 5G

适用行业

教育
电信

适用功能

质量保证

用例

视觉质量检测

服务

测试与认证
培训

挑战

这家拥有 1000 多个客户群的企业软件公司在创建有影响力且高效的客户支持方面面临着挑战。该公司的成功在一定程度上是根据净推荐分数（NPS）来衡量的，该分数表明客户向其他人推荐其服务的可能性。为了提高这一指标，该公司旨在培养其团队的软技能，特别是在支持请求中与客户的沟通质量。作为一家全球性组织，该公司需要一种能够满足其多元化团队需求并有助于提高问题解决速度的解决方案，从而改善客户体验。他们还想要一个可以跟踪和分析进度的解决方案。

关于客户

该客户是一家全球企业软件公司，拥有超过 1000 名庞大的客户群。该公司部分基于净推荐值 (NPS) 来衡量其成功，该分数表明客户向其他人推荐其服务的可能性。该公司拥有一支分布在不同地区的多元化团队，致力于提供有影响力和高效的客户支持。他们的目标是通过发展团队的软技能来提高 NPS，特别是在支持请求中与客户的沟通质量。

解决方案

该公司实施了 Grammarly Business，为其支持团队成员提供实时沟通辅导。 Grammarly Business 的语气检测功能通过提供文化背景并帮助团队了解客户可能如何看待他们的回答，对于提高软技能特别有用。该工具还提供拼写建议，从而提高清晰度并加快故障单解决速度。该人工智能支持的工具围绕书面沟通的细微差别创建了一个学习环境，为支持团队提供了必要的资源和沟通支持。它还为领导层提供了有效管理该计划的时间和可见性。

运营影响

The implementation of Grammarly Business had a significant impact on the company's operations. The tool's real-time communication coaching empowered the support team members and improved their soft skills. The tone detection feature provided cultural context, helping the team understand how customers would likely perceive their responses, thereby improving the quality of communication. The spelling suggestions feature increased clarity in communication, leading to faster ticket resolution. The tool also created a learning environment around the nuances of written communication, providing the necessary resources and communication support to the team. The leadership also benefited from the tool as it gave them the time and visibility to effectively manage the initiative.

数量效益

The company's overall quality scores increased to 72% after six months of implementing Grammarly Business.
The clarity of customer communications improved by 15% in the first quarter.
The company saw faster ticket resolution.