A message from our CEO, John Guillaume:
A month ago, I wrote to announce that the all-new Dynamic Quest Client Experience Platform (CxP) went live for all of you. I boldly stated that CxP is a game changer in the IT Services sector, and I’m happy to report our data backs up this claim.
In the first 30 days:
First Contact Resolution via chat hit 77%, our highest ever—more than 2.2x better than email support.
Chat support had the fastest Mean Time to Repair, beating phone support by 22% and email by 100%.
Customer satisfaction (CSAT) for chat reached 100%, a new record.
Adoption has been strong, with nearly 30% of clients using CxP in the first 30 days.
We’re thrilled with how well it’s working and encourage you to use chat for the fastest, most effective support. Of course, we will continue to support and enhance all support channels
Important: If your issue affects a large portion of your company or users, ALWAYS CALL or use CHAT because Severity 1–3 support levels are not available via email.
How To Access Chat Support
If you haven’t tried chat support yet, I highly recommend it. Here are a few ways you can access chat support:
1. If Dynamic Quest manages your desktop workstations, look for the Dynamic Quest logo in your Windows system tray:
2. Log in to the Dynamic Quest Hub and click Live Support in the left menu:
3. Want to take it a step further? Ask us to integrate chat into your Microsoft Teams for an even smoother experience. Reach out to your Client Success Manager (CSM) to get set up. If you’re not sure who your CSM is, email us at csm@dynamicquest.com.
Thank you for being a valued client.
John Guillaume
President & CEO
Dynamic Quest