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 …
2.2.23 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.
1.17.23 Read Time: < 1
Self-Service Deflection Trends 2012 – 2022
Self-Service deflection has averaged 22.2%. In 2020 self-help deflection stood at 19.8%. The industry trend for deflection has sloped down (-.5%) during the last decade. This article provides a historic …
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.
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. …
5.16.22 Read Time: 2 Mins
The number of distinct sites where your products and service-related issues are discussed in an active and ongoing way. May include your own discussion forums, or those hosted by third …
3.10.22 Read Time: 3 Mins
Self-Help to Digital Engagement
Digital Engagement builds on the principles of self-help and extends benefits to both vendors and their customers by offering more ways to scale and sustain ongoing relationships.
9.12.21 Read Time: 2 Mins
Take Action to Scale Support Delivery
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 …
9.3.21 Read Time: < 1
Five Ways to Automate Service Delivery
Automation plays an increasingly important role in support case deflection and management activities. Leverage these 5 service automation strategies to free up your skilled support staff for higher value activities:
8.27.21 Read Time: < 1
Nine Best Practices to Help Customers Help Themselves
Many new support cases can be avoided if customers are able to access the knowledge and expertise of Support. Leverage these 9 best practices to help customers help themselves with …
8.20.21 Read Time: < 1
Ten Strategies to Build Customer Proficiency
Higher levels of customer proficiency lead to faster product adoption and less need for support assistance. Leverage these 10 strategies will help customers develop essential product skills.
8.13.21 Read Time: < 1
Seven Strategies to Prevent Support Cases
Identifying and alleviating performance and usability issues can go a long way toward preventing demand for Support. Leverage these 7 strategies for issue prevention to help lessen Support demand: