Archives for Tom Sweeny : Page 3
5.2.23 Read Time: 2 Mins
If customers still use your product but have canceled their service contract, re-engage them through a win back program.
4.28.23 Read Time: 3 Mins
As Support develops social channels it must consider how to measure the impact of these strategies. This article introduces a few metrics to consider.
4.20.23 Read Time: 3 Mins
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
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).
4.15.23 Read Time: 5 Mins
How do you accurately measure self-service deflection rates? In this post, ServiceXRG CEO Tom Sweeny outlines a highly reliable deflection metric that you can put to work now.
4.10.23 Read Time: 2 Mins
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 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 …
3.9.23 Read Time: 2 Mins
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 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
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
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
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
Learn about the trends shaping Support and the best practices companies use to optimize Support efficiency.
10.12.22 Read Time: 2 Mins
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
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 …
9.12.22 Read Time: 2 Mins
The future success of Customer Support relies on the ability of Support to scale to meet growing demand and fulfill an expanded, success-focused mission. Learn about proven initiatives for scaling …
8.17.22 Read Time: 2 Mins
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 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 …
