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Archives for Tom Sweeny

Author: Tom Sweeny

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.

10.12.22 Read Time: 2 Mins

Support Demand Trends 2023

Support demand grew at 11% in the past year, and we anticipate that demand will continue to grow for most companies but at a slower rate. Understanding how demand for …

10.1.22 Read Time: 2 Mins

The State of Self-Help and Automation

Self-help is essential for companies meet growing support demand but should not be the only strategy companies rely on to scale support delivery. This article presents the current use of …

8.17.22 Read Time: 2 Mins

What Separates Service Market Leaders From the Rest of Us?

Do you have what it takes to be a service market leader? Learn the six service capabilities necessary to become a market leader. Get an instant assessment.

8.1.22 Read Time: 2 Mins

Onboarding by the Numbers

Onboarding is a critical practice and when done correctly is proven to help customers adopt products and achieve value. See our other onboarding articles including For customers that do receive …

7.20.22 Read Time: 2 Mins

Three Applications for Scaling Support with Chatbots

Leverage the power and potential of today’s chatbots to scale support delivery capability.

7.12.22 Read Time: 2 Mins

Are Your Services Optimized to Drive Business Outcomes?

Your efforts to deliver service quickly and completely, provide great experiences, and satisfy customers are important, but consider – Service delivery performance it is not the end goal, it’s a …

7.1.22 Read Time: 2 Mins

A Quick Fix to Improve Support Experiences and Customer Satisfaction

Five fixes to improve support experiences and improve customer satisfaction

6.25.22 Read Time: < 1

Service Drives Business Outcomes

Delivering services leads to greater alignment between products sold and the value customers derive from using them, while subsequently decreasing the likelihood of customer churn and loss of recurring revenue. …

6.6.22 Read Time: 4 Mins

You Call that Customer Success?

As organizations look to embrace Customer Success it is important to have solid understanding about what Customer Success is and is not. Too often we find examples of Customer Success initiatives …

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