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The We’re Listening Blog Series: Improving Cisco Customer Experiences – What We’re Doing to Address Your Concerns

Many of you take part in our annual satisfaction surveys.  You share opinions, discuss challenges, and make valuable recommendations. More than 65,000 customers and partners responded to our survey during the first half of FY13.  For this installment of the “We’re Listening” blog series,  I asked Joe Pinto, Senior Vice President, Technical Services, to review these responses and what we’re doing to improve your Cisco experience.

Joe Pinto  By Guest Contributor Joe Pinto

While overall feedback from our customers and partners in FY13 has been positive, we know there is a continuous need for improvement. One of the questions you often ask is, “What is Cisco doing to make Cisco easier to do business with?” Here’s a sampling of areas you’ve asked us to address and progress we’re making in those areas:  Read More »

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“Your call is important but we’re not in right now – leave a message…”

This is the fifth in a series of blogs comparing and contrasting the Microsoft and Cisco approaches to providing enterprise collaboration in the post-PC world. The first blog discussed the differences between a purpose-built architecture and a desktop-centric approach that needs third party extensions to make a working enterprise-class system. The second blog discussed how the two companies are approaching the trend towards “Bring your own device” (BYOD) to work. The third  blog discussed how the two companies deliver voice and video. The fourth blog examined true cost to deploy. Today’s blog addresses enterprise class support.

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These days, workers at enterprise organizations depend on real-time collaboration solutions to get their jobs done.  The solutions need to work 24/7, and if something goes wrong, it’s imperative things get fixed fast. In a world where customers view 100% uptime as the only acceptable Service Level Agreement (SLA), solid customer support means everything. While we could all live without email for a day or two, few businesses could function without working telephones for that long, or would trust ‘crossed-fingers’ while the CEO meets with an important customer over a video link.

At Cisco, we feel that support for business critical solutions should not become a guessing game of “who you gonna call”.  In fact, we think the right way to handle support is to offer the option of ‘”one-stop” responsibility for the entire system — from the software to the endpoints, switches, gateways, security and compute hardware, and other technologies as required.

After all, given the vast array of offerings today from a multitude of vendors, the chances are slim that the wide range of components used in collaboration will all have the same management interfaces, diagnostic, and testing routines to determine where an issue lies when a problem arises. We also know that even if you are able to track down the root cause of the problem, some third parties may have very limited specialist support staff and escalating issues can be incredibly challenging. We prefer that our customers spend their time driving their business, versus spending countless hours trying to resolve problems where finger pointing is the name of the game.

As my colleague Rowan Trollope blogged recently, we feel Microsoft’s approach is very different. First off, a Microsoft Lync enterprise deployment requires Read More »

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The “We’re Listening” Blog Series: Improving the TAC Experience Through Intelligent Case Routing

 In this month’s installment of the “We’re Listening” blog series, Steve Young discusses customer feedback to the Technical Assistance Center (TAC), and what his team is doing to address your main concerns with TAC support. Steve is Director of the TAC’s Service Delivery Transformation efforts. 

Steve Young, Director, TAC Service Delivery Transformation 

 

 

 

 

By Guest Contributor Steve Young

You’ve shared a lot about your experience with the Technical Assistance Center (TAC) – the many positive experiences as well as areas for improvement. We continuously review these multiple sources of customer listening data to ensure we are addressing your biggest concerns with your support experience. 

One of your main concerns is not getting to the right expert right away.  When you have an issue, you don’t want to be bounced around the TAC. Read More »

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Meet Jennifer Halim: The Story of a Cisco Social Media Ambassador

December 15, 2011 at 8:27 pm PST

At Cisco, we are focused upon internally and externally sharing social media best practices and lessons learned from individuals who have successfully integrated social media into their day job.  We recently sat down with one such social practitioner, Jennifer Halim, a subject matter expert (SME) on the Customer Support Team, to learn more about how she incorporates social media into her job at Cisco.

Jennifer joined the Cisco Technical Assistance Center (TAC) in 2007 and focuses on security products in Australia. In 2010, she became a Technical Account Manager with ScanSafe, Cisco’s cloud-based web security service. Even after the move, she managed to keep up to date with the technology that she used in her previous role by actively participating on the Cisco Support Community. With over 322,000 registered users and 11 years of history, the Cisco Support Community is a platform on which technical experts and Cisco customers can interact with each other by asking and answering questions in the discussion forums, commenting on blogs, rating videos, and more. While spending an average of one to three hours per day contributing to the discussion forums regarding Cisco Security products, she participates completely out of her own will during after business hours. Through her engagements on this website, Jennifer states that she is constantly learning from other contributors to the community, and she enjoys the satisfaction of being able to help customers by answering their questions and resolving their issues.

Community participants like Jennifer who have responded to customers have contributed to Cisco’s $80 million in annual cost savings that is attributed to the Cisco Support Community and is a conservative estimate based on TAC case deflection. Based on the number of customer cases resolved, Jennifer has been one of the top contributors since she joined the community in 2010.

How does she manage to integrate her Support Community activities into her day job?

Read More »

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