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.
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.
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 …
5.2.22 Read Time: 2 Mins
Six Characteristics of Highly Effective Service Organizations
To be fully successful with services you will need to be proficient in the right capabilities and have the maturity to execute. This article introduces the six characteristics of highly …
4.25.22 Read Time: 2 Mins
Service Sales Enablement and Overcoming Objections
This article introduces practices to grow revenue by enabling Sales to sell services and to overcome customer objections.
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 …