Canon U.S.A. Perfects the Customer Experience with Award-Winning Customer Service

Challenge

Canon U.S.A., a Fortune 500 company, recognized that the way to differentiate themselves in a very competitive market for digital products is to deliver a superior customer service experience. Beyond simply fixing customer problems, Canon U.S.A.’s Customer Support Operation realized that they needed to provide added value to forge a genuine connection with customers.

Solution

MarketTools CustomerSat helps Canon U.S.A. to capture accurate customer feedback to stay on top of customers’ ever-changing needs, wants and expectations. With a comprehensive enterprise feedback management (EFM) system, they are able to measure and improve customer experiences across the company; target particular action items and efficiently follow up.

Results

Decreased number of unresolved customer issues by 10%
15% increase in resolved customer issues
An award-winning reputation for customer support, winning PC Magazine’s “Reader’s Choice Award” four years in a row

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Back to Customers

"MarketTools CustomerSat is a complete solution, and yet very user-friendly. I can’t tell you how thrilled we are with the interface, the account management tools, and most importantly, the results. It’s easy to use, and it really delivers.”

Cathleen Combs

Canon U.S.A.

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1.866.499.3750 (toll free in the U.S.)

1.415.957.2049 (outside the U.S.)

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