With “End Users,” success used to depend on the rate of first-call resolution. However, when supporting “Internal Customers,” the key metric becomes customer satisfaction.

Of course, speed of resolution will always be an important component to this, but within this broader view, other factors come into play. For example, satisfaction depends too on a customer’s ability to communicate and access support within their desired channel.

In this paper, Netop tackles those questions, drawing conclusions from modern research, recent advice from IT and customer service leaders and our own 30 years’ experience in providing IT solutions (including remote support and online communication) in the world’s most demanding technical service environments.