From Chaos to Order: How to Boost Net Promoter Scores with Award-winning Online Support

Company growth through acquisitions can lead to unintended consequences, including the inconsistency and degradation of support processes. Case in point: Over a two-year period, GE Fanuc discovered that the aggregation of support content and processes from eight previously independent organizations resulted in an online support site that was complex and difficult to use. Because customers were having negative experiences with the support site, the number of the company’s satisfied customers who proactively recommended the company to friends and colleagues (Net Promoters) was declining.