Working to Make 100 Million Customers Feel Like One in a Million


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While technology is a great facilitator in improving the customer experience, the drive and dedication to use it to its full potential, and then to enhance it with the human element and personalized responsiveness, makes all the difference. has been in the Q&A business for more than 16 years, delivering trusted answers to more than 100 million global users (getting closer to 200 million users now) every month. But it wasn’t long ago that the company known for answering the world’s questions was facing a huge challenge in answering its own customers. Eric McKirdy, Global Customer Care Manager, for accepted the challenge of turning this around, and less than one year after they found a technology that could facilitate this, they’re nominated for a Constellation Research SuperNova Award for Next Generation Customer Experience.

Here are some highlights from their customer service success story:

  • Under’s previous support system, the brand routinely saw in upwards of 2,000 support tickets filed each week. That number dropped to 800 per week within two weeks of launching their new customer service solution.
  • The previous support site knowledgebase received approximately 500-600 page views per day. The new knowledge base receives more than 2,500 page views per day on average.
  • Customer service response times have gone down down from 8 hours to 1.5 hours.
  • With a mobile service desk, Eric has even answered support tickets while rehearsing on the pipe organ in the Mormon Tabernacle in Salt Lake City, at 38,000 miles on commercial flights, below sea level in Death Valley, and even at the top of the Empire State Building.
  • Eric puts his name and his picture on the home page of the support portal so customers know he personally cares about their issue.

In full disclosure, Eric and are Parature customers. We’re very proud that our technology has helped facilitate this success, but we’re even prouder of all their accomplishments to date and their dedication to customer service and improving the customer experience. And the bullets above are just part of a far bigger customer service success story. (Click here to read’s story).

If you think the above is pretty awesome, too, please take a second to click through and vote for Eric and for a 2013 Constellation SuperNova Award in the Next Generation Customer Experience category and to help recognize a growing champion of great customer service.

Republished with author's permission from original post.

Tricia Morris
Tricia Morris is a product marketing director at 8x8 with more than 20 years of experience at technology companies including Microsoft and MicroStrategy. Her focus is on customer experience, customer service, employee experience and digital transformation. Tricia has been recognized as an ICMI Top 50 Thought Leader, among the 20 Best Customer Experience Blogs You Must Follow, and among the 20 Customer Service Influencers You Must Follow.


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