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Maximizing the Return on Your Support Knowledge Base
The Support organization encompasses extensive experience and expertise about how to use and apply products. Access to this Support knowledge is the primary reason customers contact Support. This article explains how companies can maximize the return on the creation and distribution of Support knowledge.
Eight Strategies for Keeping in Touch with Customers
Healthy customer relationships require an ongoing dialogue through digital media, self-help, communities and direct interaction with Support and Customer Success team members. This article introduces eight customer interaction best practices to engage and retain your customers.
Beyond Self-Service Deflection
The use of Self-Service deflection as a basis to justify investments in Self-Service fosters an expectation that it is only capable of reducing costs. This article explains why Self-Service is vital to a successful service strategy and delivers benefits well-beyond cost reduction.
Stay Current with Customer Outcomes: Six Best Practices For Ongoing Assessments
To develop and sustain a lasting customer relationship you must have a clear understanding of their expectations and the ability to help them achieve their outcomes. This article introduces six assessment practices to stay current with customer outcomes.
4 Unintended Consequences of Self-Service Deflection
Self-Service deflection can provide both benefits as well as some unintended consequences. This article introduces what to expect from self-service deflection and how to prepare for possible consequences.
Six Steps to Effective Customer Success Planning
Planning for customer success starts with establishing how your customers define success with your products. By understanding what your customers expect it is possible to align resources to help customers achieve their desired outcomes. Six steps to effective Customer Success planning practices to engage and retain your customers.
Six Steps to Measure Self-Service Deflection
Self-Service deflection is the rate at which self-help and automated resources satisfy customers’ service demands that would otherwise be handled by assisted service staff. This article introduces a concise definition for self-service deflection and lays out six steps to reliably measure this metric.
Eight Essential Customer Onboarding Practices
Successful onboarding is essential to get customers set up to use and adopt their new product and prepared to achieve their desired outcomes. This article introduces eight onboarding practices necessary to engage and retain your customers.
Self-Service Deflection Performance Trends
Self-Service deflection has averaged 22.2%. In 2020 self-help deflection stood at 19.8%. The industry trend for deflection has sloped down (-.5%) during the last decade. This article provides a historic view of deflection trends from 2010 to 2020.
Seven Engagement Practices for a Successful Sales-to-Service Handoff
Effective customer engagement starts with Service and Sales coordination. Know these seven essential sales-to-service handoff practices to help your organization foster continued Customer Success and recurring revenue growth.
The State of Self-Service Tech Support
Self-service is essential for companies meet growing support demand but should not be the only strategy companies rely on to scale support delivery. This article assesses the state of self-service tech support and examines the use of self-help and service automation.
Five Customer Engagement Best Practices to Develop, Retain, and Grow Relationships
Customer engagement is vital to long term positive relationships with customers. This article introduces the five essential customer engagement practices necessary to develop, retain and grow customer relationships.
SURVEY: Top Tech Service Challenges for 2021
What do you consider to be the top challenges for your service organization? Hiring, training and retaining staff? Transitioning to a subscription model? Implementing new service technologies? Redefining your service portfolio? Adopting success practices? Satisfying and retaining customers? Expanding revenue?
How Much Should You Charge for Support?
How much should you charge for Support? It’s a driving question as your organization seeks to drive recurring revenue growth. And it’s a balancing act. Let’s explore a Support pricing model that’s been shown to work equally well for businesses and their customers.
Three Critical Metrics to Retain and Grow Customer Relationship Value
You have a lot of customer data, but does it tell you everything you need to know about how to engage and sustain long term profitable relationships? ServiceXRG CEO Tom Sweeny explains his three critical customer relationship value metrics — why they matter, how to calculate them.