What your job will look like … Your main focus
is to ensure the right visibility on contact drivers.
By analysing the multitude of datasets we have to our availability (contact center data, repair center data, reviews, forums etc…), your mission is to find out why people get in touch with us and to suggest ways to increase the product quality, support & documentation. You will help to
- Why people need support and service. What are the main reasons for the thousands of contacts a year between our consumers and our after-sales contact centers? You will work on finding the best categorization to make this reporting easier and better.
- What issues customers experience with their products. What problems do they encounter or what is unclear to them when it comes to product usage? You will work very closely together with the engineering team to understand this customer’s behaviour and get to the bottom of the issue. You will check whether the necessary documentation is available to our support agents and on our support website to find the best and/or quickest solution or even avoid this issue from happening.
- Why the number of contacts goes up or down at a certain moment. Is this trend normal, is it related to a certain country and/or product, is it caused by a software update, was a new product just introduced to the market, … ?
- What the priority should be for every identified issue. You judge on occurrence and possible solutions & their effectiveness. What are the main attack points our department should focus on?
- What product improvement leads we should propose to the design teams
Having finished your analysis, you are expected to summarize conclusions and present them to peers & management. Likely some very tangible actions would come out of this and you would remain involved in measuring the impact of the change. Thanks to you we should hence be:
- Well informed, efficient and customer caring
- Able to make the right decisions in the way we prioritise our investigations and come to allocate investment based on facts and data