Author: Tom Sweeny

11.8.23 Read Time: 3 Mins

Closing Knowledge Base Gaps

This article examines steps necessary to close the Deflection Gap by understanding ways to improve content coverage and findability.

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.

8.12.23 Read Time: 2 Mins

The Support Contribution Index

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

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 …

3.15.23 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 …