9.14.23 Read Time: 2 Mins
Closing the Deflection Gap: Better Self-Service Support
The Deflection Gap serves as the best indicator of the effectiveness of your self-service initiatives.
6.12.23 Read Time: 2 Mins
The Support Contribution Index
ServiceXRG’s Support Contribution Index measures the cumulative benefits of Support activities.
6.1.23 Read Time: < 1
Generative AI at Work – A Must Read
This study provides tangible evidence of the potential benefits for generative AI in support.
5.2.23 Read Time: 2 Mins
Service Win Backs
If customers still use your product but have canceled their service contract, re-engage them through a win back program.
4.20.23 Read Time: 3 Mins
ChatGPT is Cool – Now, Let’s Make a Plan to Put It to Work.
It’s time to move beyond the hype of advanced AI models like ChatGPT. This article introduces 4 practical steps to define future use cases for self-help and optimized digital customer …
4.19.23 Read Time: 2 Mins
Strategies for the Successful Transition to a Subscription Model
Companies that attach services to their core products, professional services firms, and companies that sell their products as-a-service need to be aware of revenue recognition standard (ASC 606).
4.10.23 Read Time: 2 Mins
Large Language Models vs Searchable Knowledge Bases: The Pros and Cons
LLMs with generative capabilities offer immense potential to change the way we present information, yet searchable knowledge bases are family and easier to maintain. This article compares the pros and …
4.8.23 Read Time: 3 Mins
The Effort Required to Build and Train a Large Language Model
The complexity involved with building and maintaining large language models may be beyond the reach of many companies today, but it does not mean that we can’t start thinking about …
3.30.23 Read Time: < 1
Self-Service Initiatives (Still) Fall Short
The impact of self-help is often overstated (or worse, not known) and the ability to improve self-help performance is underfunded.
3.15.23 Read Time: 2 Mins
What is the primary expected outcome of your service organization?
Service teams are shifting their focus to the attainment of strategic outcomes.
3.9.23 Read Time: 2 Mins
Support Funding Levels
Support funding levels range dramatically based on many factors including the size of the company, the type of product being sold and the rate of growth of the company or …
3.6.23 Read Time: 4 Mins
Generative AI Applications for Customer Support
Generative AI technology can create useful types of new content in audio, graphical, and text formats. With the right instructions and knowledge inputs it can write code, produce music, and …
2.17.23 Read Time: < 1
Self-Service Deflection Trends 2012 – 2022
For the past decade, reported self-service deflection has averaged 22.8%. The industry trend for deflection has slowed down slightly.
2.10.23 Read Time: 5 Mins
Differences between Customer Support and Customer Success
As we embrace Customer Success it is imperative that we have a shared understanding about what Customer Success is and is not.
2.2.23 Read Time: 5 Mins
ChatGPT: Impressions and Implications for Technical Support and Customer Success
This article provides initial impressions and experiences with ChatGPT and offer thoughts about the potential implications for Technical Support and Customer Success.
1.24.23 Read Time: < 1
The State of Support 2023
Learn about the trends shaping Support and the best practices companies use to optimize Support efficiency.
11.3.22 Read Time: 2 Mins
How to Increase Proactive Support Engagement
This article introduces the state of proactive support today and introduces steps for support teams to become more proactive.