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Your customer base contains a diverse population of customers each with distinct needs and expectations. Implementing an effective service segmentation strategy will improve service sales, increase customer retention rates and create opportunities to offer new and expanded services. Here are tips for developing a service segmentation strategy.
The logical evolution of Support is to focus more effort on developing and sustaining long term profitable customer relationships. Many Support organizations want to be more customer-success focused, but few have the capacity to change. To make this transition, Support resources need to focus on high value activities such as helping customers adopt and succeed with the products they purchase. AI is a critical catalyst to enable this inevitable Support transformation. This article introduces 6 ways to apply AI to technical support.
To successfully embrace subscription licensing models companies must adopt a subscription mindset. this article introduces the strategies and practices to make the successful transition to a subscription model.
Artificial Intelligence is not a silver bullet it is a tool. This tool however holds the key to fundamentally changing the way support is delivered. With the right application of AI fewer resources can handle more interactions and potentially in a more proactive and productive way. This article introduces the general concepts of Artificial Intelligence and presents ways that AI can be used within Support.
There is a point when a contact center has achieved its highest attainable level of resolving cases at first contact. The attainment of this level of FCR does not imply that the contact center has reached some specified FCR rate, only that it has reach a point where it is no longer economical to invest any more time or effort into mitigating inhibitors to increase the FCR rate. This article introduces a method for determining your optimal FCR performance levels.
Social media has captured the attention of businesses of every kind, as well as individual lines of business. Where else can a company quickly locate current and prospective customers expressing their needs, interests, and opinions? It’s no longer a matter of preference whether you leverage social media. It’s time to embrace it, even if it is just to monitor what your customers are saying. But where to start?
Technical Support Excellence is the achievement of the maximum positive impact on profitability and reputation of the company, product or brand being supported through the efficient and effective delivery of support. Consider the following 10 practices in your pursuit of technical support excellence.
How efficient and effective is your support organization? Do you measure how efficiently staff are handling core support activities? Do you meet or exceed industry performance benchmarks? The process of delivering support is labor intensive and costly. It is imperative that you establish and measure support productivity. Learn How.
The Service Innovation Series highlights examples of innovative approaches companies take to achieve service excellence. In this Service Innovation profile, we feature IBM’s use of its own Watson technologies as a platform to deliver a new approach to service delivery – Cognitive Support.
Read on to learn about IBM Cognitive Support.
First Contact Resolution (FCR) measures the percent of assisted support cases that are resolved as a result of the initial interaction with a qualified support representative. Resolving cases at first contact will positively impact customer satisfaction and Net Promoter Scores. More importantly a well-defined method for measuring FCR assures that the insights gained from FCR performance will point to meaningful corrective actions to improve support efficiency and effectiveness.
This article introduces The TOP 10 PRACTICES FOR MEASURING FIRST CONTACT RESOLUTION.
Developing a social media strategy for Support does not mean that the organization will have to commit significant resources. Social media strategies can begin with a very passive approach, such as monitoring communities and learning from customer discussions. The key is to develop a strategy that makes sense based on well-defined business goals and realistic resource constraints. It’s better to start small than not start at all.
What percent of cases can your Support team close at first contact? The industry average rate across all customer segments and product types is 53.7%. Some support groups close cases at higher rates while other groups close cases at first contact at far lower rates. The question every support team should be asking is “Can we close more cases at first contact? If not, why?”
This article introduces the top inhibitors to closing case at first contact.