Competitive Intelligence

Project Overview: Worldwide Help Desk

A global travel services company

needed to upgrade its technical/customer help desk services

–

gathered secondary research on customer service expectations and current international help desk practices

–

conducted comprehensive telephone interviews to capture specific information on a key competitor’s locations and staffing levels, as well as service delivery, support and coverage

–

documented its competitor’s “gold standard” practice

–

consolidated findings in a final report

Result
The client used direct competitor intelligence to remodel its help desk practice and increase customer satisfaction.

Contact us to discuss how you can benefit from identifying and monitoring your competition.