Blog

5.20.25 Read Time: 4 Mins

2025 Reality Check: Are AI, Self-Help, and KM Delivering on Their Promise to Scale Support?

This article introduces how Support teams can maximize AI, self-help, automation and KM impact through smarter investments and better metrics

6.23.25 Read Time: < 1

The SCI is the Limit

Learn how to connect the effort of Support teams to the value they deliver to the business.

6.5.25 Read Time: 3 Mins

CX Is Strategic: Why Tactical Excellence Isn’t Enough

This article introduces a simple framework CX and business leaders can use to assess where their efforts truly stand—and to evaluate how effectively Support and Success teams are contributing to …

5.27.25 Read Time: 3 Mins

Measuring the True Impact of Support on Business Outcomes

Learn how to connect the effort of Support teams to the value they deliver to the business.

5.10.25 Read Time: 3 Mins

AI for Support: Use Cases, Risks, and Quick Wins

This article introduces an approach for selecting AI use cases and presents 20 possible support use cases.

4.21.25 Read Time: 2 Mins

Support: The Strategic Lever You’re Not Fully Leveraging (Yet)

This article introduces how Support teams can maximize AI, self-help, automation and KM impact through smarter investments and better metrics

3.12.25 Read Time: 3 Mins

How to Calculate a Customer Health Score: Metrics, Methods, and Best Practices

This article outlines how to build and operationalize a customer health score.

2.28.25 Read Time: 2 Mins

Support Efficiency Metrics

Support delivery efficiency requires the optimized use of multiple support engagement methods. This article introduces Support engagement use cases to optimize support efficiency.

2.20.25 Read Time: 2 Mins

Optimize Support Efficiency with the Right Customer Engagement Strategy

Support delivery efficiency requires the optimized use of multiple support engagement methods. This article introduces Support engagement use cases to optimize support efficiency.

2.1.25 Read Time: 3 Mins

Applying NextGen Support Metrics to Reveal the Value of Support

NextGen metrics to measure Support’s contribution to delivering value to both customers and the business.

1.8.25 Read Time: 2 Mins

Customers Value Outcomes Over Time to Resolution

Learn what customers want and need to unlock revenue retention and growth by delivering adoption and success focused services.

1.6.25 Read Time: 2 Mins

Five Support Resolutions for 2025

Explore pivotal Support resolutions to help ensure you’re focusing in the right areas.

12.18.24 Read Time: 2 Mins

Introducing NextGen Support Metrics: A New Standard for Measuring Support Impact

NextGen metrics to measure Support’s contribution to delivering value to both customers and the business.

11.18.24 Read Time: 2 Mins

AI-Ready: Measuring AI’s Full Impact in Support with ServiceXRG’s NextGen Support Metrics

ServiceXRG’s NextGen Support Metrics framework offers an AI-ready framework for measuring support efficiency and impact

Read Time: 2 Mins

Shifting to Proactive Support Engagement is Essential and NextGen Support Insights Can Help

Proactive support helps customers avoid common issues and allows them to use products more effectively from the start. By addressing questions and challenges early, Support can reduce customer frustration, leading …

Read Time: 2 Mins

8 Reasons You Need NextGen Support Metrics

Revolutionize your support strategy with ServiceXRG’s NextGen Support Metrics—go beyond traditional metrics to enhance customer retention, satisfaction, and revenue impact. Elevate your support with strategic, actionable insights today!

Read Time: 2 Mins

The Importance of Customer Engagement: A Key Metric in NextGen Support Measurement

Customer Engagement provides insight into who is using Support resources, how often, and whether these interactions happen when they’re most likely to lead to positive outcomes, such as increased product …

Read Time: 2 Mins

Understanding Support Reach: A Critical New Metric in Customer Support

Support Reach is a new, essential Support metric that measures the extent to which support efforts influence and assist customers, encompassing direct engagements, digital resources, and automated solutions.