CXday

10月 012019
 

Did you know the first SAS® Users Group event took place before SAS was incorporated as a company? In 1976, hundreds of early SAS users gathered in sunny Kissimmee, FL to share tips and offer feedback before SAS was even officially a company. Our users have continued to influence the [...]

Customer experience matters was published on SAS Voices by Randy Guard

10月 012019
 

On behalf of the entire global Customer Contact Center, “Happy CX Day!” to all our SAS users!

Customer Experience Day (aka #CXDay2019) is one of our favorite days of the year—when we can reflect on customer interactions, questions and feedback from the past year—and look to the year ahead for ways to enhance our customers’ experience, like expanding our support options and helping drive improvements to our website and self-service offerings.

Plus, it gives us another excuse to celebrate all of our wonderful SAS users and partners! Whoohoo!

The opportunity to join our users on their journeys with SAS—from acquiring SAS, to learning, updating and renewing it, to attending SAS events, and beyond---is one of our favorite aspects of our jobs!

To show our appreciation, we want to share a little love.

 

 

….they are curious and passionate, and ask great questions that help us learn something new each day! - Mary

…they are passionate and dedicated to learning SAS! I love how users are always willing to help with new users’ questions in our SAS Communities groups! - Antionen

…they’re using SAS in such innovative and amazing ways to help make the world a better place. - Tricia

… we get satisfaction by providing the answers to tough questions. It makes our jobs worthwhile knowing that we have added personal value to anyone who has reached out to SAS. - Lida

...by caring for people, we’re a part of making the unimaginable possible. - Keila

…of the exciting ways they’re applying SAS to change lives – from new advancements in cancer research, clinical trials and drug testing, learning about species and ecosystems in efforts to protect endangered species and biodiversity, to impacting young lives by using advanced analytics to measure, as well as impact, student progress in K-12. - Lisa

Not familiar with the Customer Contact Center? We’re the folks who answer your SAS inquiries and point you in the right direction to get the help you need. Well, that’s part of what we do! We don’t just answer questions, we’re also listening to you and looking at ways to make things easier to navigate, simpler to find, and faster to share.

Get to know us better! Fun facts about our team:

  • We’re located in four SAS offices:
  • Collectively, our team speaks and supports 17 languages
  • …and supports nearly 100 countries
  • Some engagement professionals on our team speak more than three languages
  • We collaborate with just about every team at SAS
  • In 2018, we received over 113,000 inquiries worldwide
  • ~55% of SAS customers choose live chat as their communication channel
  • So far this year, we’ve received over 80,000 inquiries from around the world
  • The two most common SAS topics we’re asked about are SAS Training and Analytics U options

If you need any help, want to share feedback, or simply want to talk SAS, please reach out to us!

You can chat with us live on the SAS website, tweet us @SAS_Cares, or contact us via phone, email, or web form.

Want to collaborate with other SAS users? Search for answers or post questions in the SAS Support Communities. This is a great resource for your usage questions! If you're new to SAS, consider frequenting the New SAS User Community, where friendly, knowledgeable volunteers like KurtBremser are eager to help.

Wishing you a fabulous CX Day!

Happy Customer Experience Day! was published on SAS Users.

10月 062015
 

One of my new favorite activities is perusing the memorable transcripts from our Live Chat program.

Lida: Hi! Welcome to Live Chat! I'm here to help.
Lida: May I please have your name and company?
Visitor: My name is Bill Smith and I'm with ABC.
Visitor: how many offices do you have within the United States?
Visitor: I was just wondering.
Lida: Visit About SAS. There are several facts about SAS in this document, Bill.
Visitor: gee thanks Lida
Visitor: you sure are the best, do you want to get married?
Visitor: i know this seems rash and out of the blue
Visitor: but I really feel like we clicked here
Lida: Not really. Once is enough.

Our Live Chat program is an example of how SAS is improving customer experience. We know that customer experience is measured along three axes:

  • Success: was the customer's need met?
  • Effort: how easy was it for the customer to accomplish the task?
  • Emotion: how does the customer feel about the experience?

All three are critical, but it's the last one -- emotion -- that really sticks with you. Looking at Lida's chat above, I'd say the customer got what he needed with a small effort (chat is easy!), and what's more emotional than a marriage proposal? (Though I hope Bill wasn't heartbroken by the response.)

Live Chat -- an interaction that typically lasts only minutes -- can't solve every problem. While chat operators can resolve many issues (even technical questions!), some challenges require deeper engagement. Thankfully, SAS Technical Support has earned its tremendous reputation for customer service. They resolve almost every problem (Success win!) and customers usually like the interaction and feel good about the result (Emotion win!). But here's the untold secret about Technical Support: working through a track requires work -- obviously for SAS staff, but also for the customer. Explaining your problem, working through a back-and-forth conversation to narrow the issues that finally lead to resolution -- that requires Effort.

Self-serve is satisfying.

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For some types of problems, this effort is exactly what's required. Customers do not mind putting effort into solving difficult problems. But for many challenges -- for those "How do I" type of questions -- a self-serve approach is more satisfying. That's why the SAS Support Communities site is so popular.

We've recently relaunched communities.sas.com with a new look and lots of new features -- features designed to make the site more fun (like badges and new ranks) while also making it easier to find your answers. This helps you to achieve Success (find the correct answer) with less Effort, and we hope leaves you with a positive Emotion when you accomplish your task.

You can make a difference, and feel good about it.

Here's an interesting question: can a customer feel good about a customer experience that doesn't actually solve his or her problem? This is where the SASWare Ballot comes in. The SASWare Ballot is our way of listening to customers and acting on their suggestions. If your problem isn't easily solved today and requires a change in SAS software, the ballot allows you to make a difference for yourself and for your fellow SAS users. Just knowing that you're being heard, even if your challenge remains for today, can still be satisfying. Especially if you've been a customer for a while and have watched SAS software improve based on customer suggestions.

For example, no one was more pleased than I was when SAS Enterprise Guide added this new feature for copying process flows. (After all, I'm a SAS user too!) It was captured as a Ballot idea back in 2014, received many votes, and was delivered in the latest release. This is just one of hundreds of ideas that began with a few customers and resulted in improvements that benefit all customers.

Today happens to be National Customer Experience Day, but that isn't so different from other days at SAS, where our customers are a constant focus. Here's to your greater success, with less effort, and more good feelings all around!

tags: customer experience, CXDay

Good customer experience feels good all around was published on SAS Users.