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| NEWS RELEASE - JULY
2007 |
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| Personalized iYogi Computer Support Service Sets Benchmark for Customer Satisfaction |
Reports 95% customer approval for its phone
& remote support services
New York, July 12, 2007 -- iYogi, a next-generation
computer support outsourcing company, reports
a 95% customer satisfaction rate and 86% resolution
rate audited across a random sample, representing
35% of its subscriber base. The Company, offering
telephone and remote computer support services,
suggested that this is the highest known industry
benchmark for desktop computer support services.
”It is our intention to offer nothing less than
the best technical support available on the planet,
and that requires an outstanding level of customer
satisfaction,” said Vishal Dhar, iYogi co-founder
and President. “While there are currently no public
benchmarks, we regularly conduct surveys of our
customers and have been repeatedly pleased with
our success. We hold these figures up as a challenge
to the industry, and encourage everyone with a
PC to put our claim to the test.”
These benchmarks, which were measured against
parameters such as customer satisfaction, knowledge,
listening, understanding, clarity and¬ communication,
result from the company’s singular dedication
to quality customer service and iYogi’s iMantra
technology. iMantra is a proprietary knowledgebase
that grows with each customer interaction by capturing
the problem, its solution and the specifications
of the computer hardware, software and corresponding
peripherals. The company’s technician training
program focuses extensively on the ability to
listen to customers in defining their problems.
Once the problem is identified, iYogi's technicians
use the iMantra knowledge database and a personalization
engine to provide a customized service.
Computer manufacturers face rising costs and customers
are dissatisfied with the quality of support provided
by them. This has led to the generation of a new
service category, Vendor Independent Computer
Support. With a new set of players, these service
providers offer an opportunity to define and set
new customer expectations.
According to a June 2007 study by ConsumerReports.org,
independent computer support groups consistently
achieve higher customer satisfaction rates than
those of the manufacturer’s tech support. According
to the report, “Independent services trounced
all Windows PC manufacturers, who solved a measly
59 percent of problems. By contrast, independent
tech support services offering in-home and phone
support solved fully 93 percent of problems. Independents
also had more knowledgeable staff and better phone
responsiveness than computer makers.”
iYogi has thousands of satisfied customers. "A
complete and utter pleasure is how I'd describe
my experience," said John Moser, Director,
Main Objective Ltd based in London (UK) and an
iYogi subscriber. "As a non-IT person, when
my PC breaks down I feel utterly useless. But
Raj sensed my frustration and even though it must
have taken three hours, he never gave up until
the problem was fully resolved. He's a phenomenal
man in a phenomenal company. May everyone in the
world owning a PC be signed up with you one day!"
About iYOGI
Headquartered in Gurgaon, India, with offices
in New York, iYogi provides personalized computer
support for small business and home office users.
iYogi offers 24/7 phone and online assistance
for technologies we use every day and supports
products from a wide range of vendors. Utilizing
proprietary technology, iMantra, and superior
team talent, iYogi delivers higher resolution
benchmarks and service levels than competing support
services. visit: www.iyogi.net |
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