Enterprise IT News, Malaysia: Cognizant’s Vice President of Technology Practice Says Post-Sales Support is Fast Emerging as Competitive Advantage

“Post-sales support is fast emerging as the key competitive advantage for staying relevant and winning market share,” says Yoosuf Mohamed. “But there is much more than just market share at stake. For example, product innovation.” Excerpts:

“Self-help tools for helping customers and assisted-help tools for empowering agents are outcomes of product innovation.

Through data analytics, the product engineering team will be able to provide the right combination of tools for the agent and deliver a better assisted help experience to customers.

Providing frontline support employees with the authority to offer refunds or incentives to wow their customers is an interesting way of empowering them. Providing them the right learning solutions enables them to deliver extraordinary customer experience.

These tools are conceptualized based on user insights gained from various pain points encountered by customers and agents.

The ‘agent desktop’ provides complete, live dynamic view of support agents’ functions in a single view. It shows clearly what the priority cases are and which ones are close to breaching the SLA.

Support Halo obtains insights into what customers like and also offers insights into specific features or functions that are most useful or difficult to use.

These insights can be shared with the product development team and can form the basis of decisions related to new products and product features.”

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