Blog : All Posts
5.1.24 Read Time: 2 Mins
Learn how the Support Contribution Value Chain contributes to measuring Support’s contribution to business outcomes.
4.24.24 Read Time: 2 Mins
The Deflection Gap serves as the best indicator of the effectiveness of your self-service initiatives.
4.2.24 Read Time: < 1
3.15.24 Read Time: 2 Mins
Service teams are shifting their focus to the attainment of strategic outcomes.
3.1.24 Read Time: 2 Mins
Learn new Support metrics to provide greater insight into the efficiency and effectiveness of your Support team.
2.20.24 Read Time: 4 Mins
Effective strategies to improve satisfaction and gain customer insights.
11.14.23 Read Time: < 1
This article introduces an approach for selecting an AI platform to support primary use cases.
11.8.23 Read Time: 3 Mins
This article examines steps necessary to close the Deflection Gap by understanding ways to improve content coverage and findability.
11.3.23 Read Time: 2 Mins
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
Learn how to connect the effort of Support teams to the value they deliver to the business.
6.10.23 Read Time: 2 Mins
LLMs and generative AI can change the way you deliver service. The key to success is finding the right use cases. Learn how.
6.1.23 Read Time: < 1
This study provides tangible evidence of the potential benefits for generative AI in support.
5.2.23 Read Time: 2 Mins
If customers still use your product but have canceled their service contract, re-engage them through a win back program.
4.28.23 Read Time: 3 Mins
As Support develops social channels it must consider how to measure the impact of these strategies. This article introduces a few metrics to consider.
4.26.23 Read Time: < 1
Planning for and adopting the next generation of service technologies.
4.20.23 Read Time: 3 Mins
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 …
4.19.23 Read Time: 2 Mins
Companies that attach services to their core products, professional services firms, and companies that sell their products as-a-service need to be aware of revenue recognition standard (ASC 606).
4.15.23 Read Time: 5 Mins
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.