AC--See Attachment

Question #1: Fortunately, we don’t typically receive emails like this from users of our software (the below message is fictitious); but if we did, how would you respond if you were a Support Advocate? Please draft an email response to this customer. Please also provide any steps you would take internally to investigate the issue. It is safe to assume you are not aware of any known issues.

To Whom It May Concern:

I have been trying ALL DAY to access Medallia. First, your site was down and then it took FOREVER to load. I finally got bored, left for lunch and had to try again later. Now that I’ve finally gotten on your site, I’m getting an error message when I try to access my hotel’s survey responses!! You call yourself a customer experience company? How am I supposed to recover my dissatisfied customers with your lousy technology when I’m a dissatisfied customer myself??

Ron

Question #2: Assume you are a member of the Technical Support group. The tickets in the excel attachment were received during a particular 30-day time period. You have been asked to present your analysis and conclusions to the team. For this assignment, assume the following:

· Tier 1 Support hours are 24x7

· Tier 2 Support hours are 24x5 (Mon-Fri)

· Support is currently offered through the following channels: Email, Phone, App Login Page, In-App (Medallia webform in the application), Mobile App, Admin Support Portal (help.medallia.com), and Survey Support Portal (surveysupport.medallia.com)

Please answer the following questions:

· What specific key observations do you have about this data?

· Please provide details on how you analyzed the data to get to these conclusions

· For each observation please provide the actions you would you take or recommendations you would consider based on this data with the intention of improving processes, decreasing case volume, and/or improving the overall Support experience.