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Taking Remote Support to the Next Level – This report is based on the findings of a study about remote support practices and experiences of 391 enterprises of all sizes and across a wide range of industries and company sizes. This report examines current uses of remote support, experiences in using it and their future plans for the use of remote support technologies.
Automating the Service Experience – Why Understanding Customer Intent is the Key to Optimizing Service Cost Efficiencies – Service organizations have been at the forefront of process improvement and technology adoption in an effort to achieve cost efficiencies, maximize delivery effectiveness and sustain acceptable levels of customer satisfaction. This report examines the efforts to automate the service delivery process by understanding the intent behind customer requests.
The State of eServices – Accomplishments, Milestones and Next Steps – This report is based on the findings of a study about remote support practices and experiences of 391 enterprises of all sizes and across a wide range of industries and company sizes. This report examines current uses of remote support, experiences in using it and their future plans for the use of remote support technologies.
Self-Service Excellence – A Roadmap for Achieving Self-Service Success – This in-depth study explores critical factors for developing, measuring and continuously improving self-service effectiveness. Presentation of leading self-service performance benchmarks and review of essential practices from content management to self-service promotion and awareness initiatives.
Creating and Managing Effective Self-Service Content – Identification of the common sources of support knowledgebase content and the key editorial processes necessary to effectively create and manage self-service content.
Understanding Support Demand – Exploration of the why customers need support, the types of requests made, and the way that service providers respond.
Support Operational Strategies and Benchmarks – The result of a compensative industry study of leading information technology providers offering the most in-depth resource available for Support industry metrics and benchmarks. This study provides detailed findings and analysis with deep segmentation for key areas of support.
Support Business Strategies and Financial Benchmarks – Managing, measuring and optimizing the business of support have become strategic imperatives for technology companies. This report offers detailed information and insight about key financial metrics and performance benchmarking for managing the business of support.
Enterprise Perceptions of Support – This report provides insight and analysis of customer’s expectations, perceptions and experiences with the critical aspects of support services. This report is based on a study of 352 IT decision makers and users.
Outsourcing Technical Support – A detailed look at the current use of outsourcing to reveal the strategies and benchmarks necessary to successfully establish, manage and measure the impact of an outsourcing relationship.
Support Contract Attach and Renewal Rates – The Key to Increasing Revenue – The financial contribution of support and maintenance revenue continues to grow in significance. This article illustrates how support contract attach and renewal rates hold the key to significantly increasing support and maintenance revenue.
Service Resolution Optimization – This report provides practical strategies and recommendations to identify opportunities to achieve greater efficiencies and effectiveness from service resolution efforts.
Assessing the Impact of Offshore Outsourcing – When properly executed outsourcing can be financially attractive and offer a competitive advantage. This report introduces a methodology to define and assess the effectiveness of outsourcing relationships.
When It Comes to Service, Perfection is Not the Goal – The pursuit of service perfection is in most cases the wrong thing to do. A far more effective business objective is the pursuit of service excellence. Service excellence is the balance of quality, cost and customer satisfaction. This report is important reading for any service executive that is facing the real world trade-offs between business requirements and customer needs.
Balancing Innovation and Optimization: A New Approach to Managing End-of-Life Products – How much innovation and new products can our customers absorb, and when are there diminishing returns from new technology assimilation? This report presents a practical approach to establishing end-of-life product strategies.
The Most Effective Web Support Services – Four out of five of the most effective web support resources are self-help resources. These findings reaffirm users’ interest and willingness to access useful content resources for self help. This report reveals which resources are most effective and must be considered in the development or administration of web base support services.
Defect Disconnect - Your Product Defect Rate is Much Higher Than You Think – Tracking defect rates is an important measurement for both support and development. Perception is reality for users and the current defect tracking metrics may be far from accurate and even misleading. This report reveals the user perspective on defects and compares that to what the industry typically reports.
Support Reps - The Key to a Positive Service Experience – The character and capabilities of support representatives are leading factors in user’s definition of service excellence. This article identifies the support representative characteristics that have the greatest influence on delivering a positive service experience.
Are Service Industry Awards Worth the Effort? – There are a plethora of industry awards and recognition opportunities to provide a means to get recognized for your service initiatives. Is it worth your effort to pursue industry recognition though these awards. This article examines the pros and cons of service industry awards.
Leveraging Service Excellence to Develop Customer Loyalty – Service excellence plays a critical role in keeping customers loyal. Customers are less likely to be influenced by marketing and will form their opinion based on their service experience. This article examines the impact of service excellence on creating and sustaining customer loyalty.
Imperatives for Getting Customers to Use Web Based Self-Service – Web-based self-service has become an important resource that customers rely on to help solve technical support issues. It is equally important to service providers for both customer satisfaction and as well as cost efficiencies. This article explores the key imperatives needed to attract and retain users of web based self-services.
Service Brand Equity Can Influence Product Selection – Service is an integral part of the enterprise technology evaluation and selection process. This article explains how and why service brand equity is important.
Why Availability of Service Matters – Availability of services is at the heart of service excellence. This article introduces what customers think about service availability and explains what makes this characteristic vitally important.
Why Pursuit of Service Excellence Really Matters – Service can have a positive effect on customer loyalty, company reputation and financial performance. The article highlights customers’ perceptions about the role service plays in establishing and sustaining a relationship with information technology vendors.
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