Category: Support

6.25.24 Read Time: 4 Mins

Multi Vendor Solution Support Delivers Results for Cisco Customers

The modern IT environment is mission critical, highly complex, and spans from the datacenter to the cloud often consisting of hardware and software from a variety of technology providers. Companies …

5.1.24 Read Time: 2 Mins

Support Contribution Value Chain

Learn how the Support Contribution Value Chain contributes to measuring Support’s contribution to business outcomes.

3.1.24 Read Time: 2 Mins

14 New Metrics to For Better Support Insights

Learn new Support metrics to provide greater insight into the efficiency and effectiveness of your Support team.

2.20.24 Read Time: 4 Mins

Best Practices for Developing Customer Insights

Effective strategies to improve satisfaction and gain customer insights.

11.3.23 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.

8.12.23 Read Time: 2 Mins

The Support Contribution Index

Learn how to connect the effort of Support teams to the value they deliver to the business.

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

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.

10.12.22 Read Time: 2 Mins

Support Demand Trends

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 …

9.12.22 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 …

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 …