You’ve all at one point or another have probably experienced the digital transformation when it comes to receiving customer service from your favorite product brands. You have a product-related issue, jump online and begin interacting with an agent or chatbot. Or, you use a service self-help feature to find spot-on answers to your problem. Or, you get immediately help to send in your product for repair. And if everything goes well – that is, the company exceeds your expectations and provides the support you expected to resolve the problem – you just had a great digital, customer experience.
Today, the bar for creating a great customer service experience has been set higher than ever. Digital technology has changed customer habits. Customers expect to get what they want in less than a New York second. A great digital customer service experience provides a quick response and frictionless experience for product owners. Company brands must strive for accurate, dependable support and provide the service they guarantee to you. It’s a serious promise -- delivering what you expect, when you expect it…and then delighting you with extra care and support.
myNDC is Optimizing Digital Experiences
NDC Technologies was one of early leaders in the measurement and controls industry to embark on digitizing the customer experience. It’s all part of NDC Technologies’ offer to deliver intelligent, connected measurement and control solutions. Our myNDC site employs a cloud-based, secure digital infrastructure that is truly customer focused. This evolving, end-to-end support site offers customers an easier and more direct way to interact with the NDC Technologies’ global service team. myNDC offers 24-7-365 support and enables NDC Technologies’ team members to efficiently create incidents, view a customer’s installed base or service history and tap into a comprehensive and growing knowledge base.
Customers have easy access to a rich database of frequently asked questions, can quickly reach NDC Technologies support through several channels and easily generate their own Return Material Authorizations (RMAs) for product repairs. myNDC also offers live chat for immediate support and feedback to customer service requests. In addition, language support enables customers to efficiently access content, features and functions in their own language such as French, German, Japanese, Spanish and Chinese.
Customers can also review their support history and analytics though a secure login. They can even request a unique customer portal tailored to meets their specific needs. In fact, we have developed personalized, customer-specific pages for blue chip customers to further enhance the customer experience.
myNDC is also metric-driven and measures Net Promoter Scores (NPS) to gauge (no pun intended) how we’re delighting customers. In all measures, service performance is constantly improving which is reflected in our NPS score and through positive customer feedback. Since people are always on the go and rely heavily on their mobile devices, such as cell phones and tablets, myNDC is built with a true mobile mindset. This means customers can connect with us anywhere, anytime, anyplace to receive the service and support they come to expect from our brand.
The Investment Continues to Pay Off
To deliver a great digital customer experience, you have to invest – in resources, people and processes. We’ve invested significantly to ensure myNDC delivers the best experience to customers. And we’re still making investments for improvements. Today, myNDC is logging in over 30,000 incidents per year and experiencing around 5,000 website hits per month. That’s huge and it means customers are finding the myNDC service and support experience highly valuable.
If you’re a customer or prospective customer and haven’t checked out myNDC, take a moment to visit myndc.com. Let us know what you think.
NDC Technologies…Intelligence that transforms the world.
About our Authors
Mahesh Havildar is NDC Technologies’ VP of Strategy and Business Transformation. Neil Stephens is Director of Global Service at NDC. He was instrumental in the evolution of myNDC. And Jay Luis is NDC’s Global Marketing Communications Manager.