Archives for Tom Sweeny
2.28.25 Read Time: 2 Mins
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
2.1.25 Read Time: 3 Mins
NextGen metrics to measure Support’s contribution to delivering value to both customers and the business.
1.8.25 Read Time: 2 Mins
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
Explore pivotal Support resolutions to help ensure you’re focusing in the right areas.
12.18.24 Read Time: 2 Mins
11.18.24 Read Time: 2 Mins
ServiceXRG’s NextGen Support Metrics framework offers an AI-ready framework for measuring support efficiency and impact
Read Time: 2 Mins
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 …
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 …
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.
Answers Delivered is a fresh approach to track the quantity of solutions and insights provided to customers across all channels, including direct support, self-help resources, and automated interactions.
Answers Accepted is a Vital Metric for Evaluating Support Effectiveness
Tracking NextGen Support metrics including Support Reach, Answers Delivered, and Answers Accepted in tandem allows organizations to gain a deep understanding of support knowledge accessibility, engagement, and resolution quality together.
Support Efficiency measures how well Support teams deliver quality answers to customers across various channels, including assisted, self-help, and automated support.
Support Effectiveness helps organizations move beyond transactional metrics, showcasing Support’s role as a key driver of customer and business success.
Support Costs provide insights into the the full scope of Support expenses helping support leaders to make informed decisions about scaling, resource allocation, and optimizing cost-efficiency.
10.3.24 Read Time: 3 Mins
This article introduces an approach for selecting AI use cases and presents 20 possible support use cases.
9.14.24 Read Time: 2 Mins
The Deflection Gap serves as the best indicator of the effectiveness of your self-service initiatives.
