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.
1.17.23 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 …
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 …
11.20.21 Read Time: 2 Mins
Is it worth competing for Service Industry Awards?
Service industry awards hold the promise of providing tangible business benefit including recognition, awareness and a healthy self-assessment from the application process. But, are service industry awards worth the effort?
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:
8.20.21 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:
7.15.21 Read Time: 4 Mins
Maximizing the Return on Your Support Knowledge Base
The Support organization encompasses extensive experience and expertise about how to use and apply products. Access to this Support knowledge is the primary reason customers contact Support. This article explains …
7.8.21 Read Time: 2 Mins
Beyond Self-Service Deflection
The use of Self-Service deflection as a basis to justify investments in Self-Service fosters an expectation that it is only capable of reducing costs. This article explains why Self-Service is …