Drinking Our Own Champagne: How We Got Even Smarter About Customer Service at Avaya

Alotta’s is a busy little sandwich shop in the heart of Silicon Valley, run by Mike and Joanne Mansch. They work behind the counter six days a week, greeting longtime customers by name, asking them about their kids and dogs–the entire time, making sure that every sandwich they sell is amazing.

Here at Avaya, we spend a lot of time thinking about how to help our customers deliver great experiences to their customers. Some of the world’s best customer service happens at places like Alotta’s–too small to ever need dedicated customer experience software.

Delivering great customer experiences gets harder as businesses get bigger. Our hardware and software power more than 30 percent of the world’s contact centers, with our biggest deployments handling millions of customer contacts per day. Our goal is to help translate the best practices that we experience on the small scale to the enterprise scale.

We run our own contact center inside Avaya, and regularly use our company’s latest tools to help us improve the customer experience we deliver to our clients.

Last year, we set out to “drink our own champagne,” overhauling our customer service process to better automate support, improve our customer and employee satisfaction scores, and make a positive impact on the bottom line.

Within 12 months, our volume of phone calls fell 48 percent, our customer satisfaction scores grew 12.9 percent, our ticket resolutions improved by 37 percent, our Net Promoter Score grew 60.5 percent, and our gross margins improved 8.5 percent.

We achieved those results by focusing on six distinct areas of improvement: Knowledge-centered support, automated chat, browser-based interactions, the Avaya Diagnostic Server, recovery response and using software to better understand our customers.

Click through the slide deck below for more information on these six initiatives.