With more than 3,500 small business retail customers using our POS software we have had to be on top of the push program engaged by Microsoft in the roll out of their Windows 10 upgrade.
The moment we saw the inevitability of the Microsoft roll out, we adjusted our customer service resource allocation to ensure the needs of our customers were well met.
Here is what we did to confront the Windows 10 challenge:
- We developed peer-reviewed consistent advice for the most common questions, to ensure that our customers had access to this advice in addition to personal one-on-one advice.
- We added to our help desk staffing resources.
- We re-allocated help desk time to ensure we had people at the emerging peak times of the day for Windows 10 specific calls.
- We doubled our Saturday office-based help desk staffing.
- We provided information to our customers via email and snail mail.
- We ensured we had Windows 10 knowledgeable escalation points for those with concerns outside those typical and that require management level insight.
- As a group we gathered to review progress regularly to take on bard any feedback and leverage any learning opportunities.
Even though many Windows 10 issues are outside providing support for our POS software, we have taken the calls and provided the advice, at no cost.
Indeed, we have processed close to 2,000 Windows 10 calls. That we have done this at no cost to our customers has collectively saved them a considerable sum.
We are proud of how we have handled this and are grateful to our customers for the opportunity to serve them in this Microsoft caused action.
Now if only Microsoft approached their own update roll out with the level of customer care we have shown through our actions.