Company Performance Metrics
Terri Meyer-Sipe: General ManagerPast Role: Dish Network, Various- John Fisher: Chief Technology Officer & CSA
Symbi® Get Connected. Stay Connected.
Symbi’s web-based self-service helps home network users with Internet connection setup and configuration. Stay connected and become more tech savvy with our extensive library of self-help articles. Web self-service benefits to consumers include:
Convenience – find answers any time of day or night, from
anywhere
Learning – beyond immediate answers, become more technically savvy through online learning opportunities
Consistent service experience through a standardized platform
Community forums - engage with other consumers and benefit from their experiences
Knowledge base benefits to organizations include:
Reduced overhead costs through automation vs. staffed resources
Improved efficiency – only escalate more complex or unique issues to live technicians
Centralized source of information harnesses past and present employee knowledge
Shortened learning curve for new employees through centralized information
Beyond the immediate cost benefits and time savings, tracking online inquiries and behavior creates unique opportunities for future strategic planning. Aggregating consumer behavior provides unique insight into:
Key problem areas with your product or service
Key areas of consumer interest
Prioritization for development and defect tracking purposes
New opportunities for online and offline packaging and promotion
