6.12.23 Read Time: 2 Mins
The Support Contribution Index
ServiceXRG’s Support Contribution Index measures the cumulative benefits of Support activities.
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.
3.9.23 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.
11.17.22 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 …
7.1.22 Read Time: 2 Mins
A Quick Fix to Improve Support Experiences and Customer Satisfaction
Five fixes to improve support experiences and improve customer satisfaction
6.6.22 Read Time: 4 Mins
You Call that Customer Success?
As organizations look to embrace Customer Success it is important to have solid understanding about what Customer Success is and is not. Too often we find examples of Customer Success initiatives …
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 …
4.19.22 Read Time: 2 Mins
Ten Steps to Quantify the Business Impact of Support
This article introduces 10 steps to take to quantify the business impact of support.
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.
1.24.22 Read Time: 2 Mins
Protecting Customer Data During the Support Process
With new data protection requirements and security threats it’s important that Support organizations understand their role in protecting their organizations from these risks. This article introduces how to protect customer …