It’s time to dig deeper into support data to prove the value of support’s contributions to the business.
Beyond support operational metrics are the hidden treasures that describe the impact support has on the business. To reveal support’s value to the business start by answering these questions.
- Who are your 50 most important customers—and which engineers supported them last month?
- What percentage of senior engineer capacity goes to strategic work vs routine work?
- How much capacity does your lowest-value customer segment consume?
- Do customers who engage support retain at higher rates than customers who don’t?
- How much support capacity is consumed resolving issues you’ve already identified and documented?
- What product friction did support identify last quarter—and what did it cost to support that friction?
- How much support effort is spent resolving friction caused by customer skills gaps—and what did it cost?
- Can you predict which accounts are at churn risk based on support engagement patterns?
- Which 20% of customers generate 80% of your support volume—and what does serving them cost?
- If headcount gets cut, can you quantify how much revenue that puts at risk?
These are some of the questions that ServiceXRG’s Support Attribution Framework can help you answer.