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.
6.10.23 Read Time: 2 Mins
ChatGPT – What is it and why should I care?
Service teams are shifting their focus to the attainment of strategic outcomes.
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.
4.26.23 Read Time: < 1
Preparing For Next-Gen Service Technologies
Planning for and adopting the next generation of service technologies.
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 …
4.10.23 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.
3.6.23 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.
2.2.23 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.
11.17.22 Read Time: < 1
What’s your plan to improve support efficiency?
Learn how companies can increase support efficiency to avoid declining service level performance, increased customer dissatisfaction, and higher customer churn rates.
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 …
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.