4.15.21 Read Time: 5 Mins
How to Define and Measure Self-Service Deflection Rates
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.
4.12.21 Read Time: 2 Mins
7 Steps For Successful Service Automation
Automation of technical support or customer success functions may yield great returns, yet some service activities can be difficult to replicate with systems. This article introduces 7 Steps For Successful …
2.10.21 Read Time: 2 Mins
Keys to Preventing Support Issues
Our research has revealed that nearly a third (32%) of Support demand stems from questions related to either installation, configuration, or setup. This understanding gives companies an immense opportunity to …
2.5.21 Read Time: 2 Mins
Poor Support Case Management Practices = Missed Opportunities
Incomplete case records diminish Support’s ability to identify root causes of support demand and plan mitigation efforts such as enhanced self-help, product improvements, and training. This article describes how poor …
1.19.21 Read Time: 2 Mins
Support Case Resolution: Are You Missing These 9 Best Practices?
From case open to closure, Support case management and resolution processes must be efficient and effective. Yet case management is the most costly and time-consuming Support process and remains labor-intensive …
1.6.21 Read Time: 2 Mins
Support Demand Forecast
Understanding how demand for Support will change is critical to planning, both short-term and long-term. This article introduces the factors the influence Support demand so that you can plan for …
12.14.20 Read Time: 2 Mins
Deflection – What to Do with Your “Savings”
Savings from self-help deflection create an opportunity to reinvest in services to improve outcomes by reallocating staff to high value activities (e.g. onboarding, adoption, retention, expansion, etc.).
11.11.20 Read Time: < 1
Support Imperative: Track and Report Defects
Support Imperative: Track and Report Defects. If a customer took the time to report an issue, Support has the obligation to document this event.
10.27.20 Read Time: < 1
6 Ways to Apply AI to Technical Support
Support has been relentless in the pursuit of continuous improvement, yet the function of Support has remained fundamentally unchanged for decades. AI is a critical catalyst that will help enable …
10.2.20 Read Time: 3 Mins
Scaling Support Delivery Through Digital Transformation
Scaling Support Delivery requires the digital transformation of support and an increased use of digital technologies to improve and extend core support processes and enable new service capabilities. Digital transformation …
9.30.20 Read Time: 2 Mins
Support Demand: Problem or Opportunity?
Is it a good thing if customers need support or is this a problem? The need for support is inevitable and communicating with your customers is always a good thing. …
8.8.20 Read Time: < 1
Learn about Salesforce Trailhead, self-paced, online learning platform provided for free to anyone. Trailhead offers an excellent example for how to develop customer proficiency.
2.24.20 Read Time: 3 Mins
Self-Help and Automation – Risks and Rewards
Companies that apply self-service and support automation can yield significant benefits, but not without risks. This article examines the risk and rewards associated with Self-service and support automation initiatives.