The ability to provide automated interaction with customers by chat has been available for years. The power and potential of today’s chatbots offers a wide array of customer service and technical support opportunities. For many companies the question is not if they should deploy chatbot automation for technical support, but rather, how to make chatbots successful. Do you use chatbots for technical support and are the successful?
When is a Disaster not a Disaster for Support? When you have a plan.
By: Jerry Stalick
Vice President at F5 Networks and Chair of the Member Advisory Board for the Association of Support Professionals
What is your ability to deliver Support if the building loses power? Or if there is a small fire in the kitchen? Or if the roads nearby are closed and people can’t get to the office? None of these things are actually disasters, and all of them can happen for very ordinary reasons. The fact is these and many other situations may disrupt your ability to deliver support to customers. Do you have a plan?
Taking the time to create a Disaster Recovery or Business Continuity Plan for support faces two challenges among Support professionals. First, it’s intimidating. Secondly, formal responsibility for DR or BC usually doesn’t belong to the Support organization.
The notion that DR or BC doesn’t belong to Support is a dangerous position to take. I’ve seen too many official corporate plans which focused on things like HR records or corporate financial data but gave no more than passing thought (at best) to how the company would continue to service customers during a disruption. But when something goes wrong, it’s left to the Support leadership to answer questions about how their organization responded.
Every support organization should be prepared for a disaster, even if the “disaster” is nothing more than a toaster fire.
I want to develop a guide to help support leadership create a support continuity plan. To do this, I need your help.
Please take a few minutes to answer a few questions about your efforts to plan for and recover from events that impact support delivery – even if you do not have a disaster plan there are a few questions we would like you to answer.
I’ll be compiling the results which I will share with you.
Thanks for your time.
There are many approaches to achieve service success and each company must chart its own unique course. Regardless of the path, there are five principles that all companies must embrace. Every company must have an established CX plan, attainable goals, well-defined service programs, optimized service capabilities and the means to measure and improve performance. These five principles establish the foundation from which to define, execute and achieve tangible, positive service outcomes.
The primary objective of a support web site is to help customers find the information and resources they need quickly and intuitively. Well-designed support web sites encourage customers to invest their time to explore and discover the information they need. This article introduces the three most important characteristics of a web support site.