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How to Define and Measure Self-Service Deflection Rates
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.
Seven Critical Steps for Successful Service Delivery Automation
This article introduces seven critical steps for successful service delivery automation and examines the intricacies and challenges associated with automating service processes.
GUEST POST: Sell Services Faster and More Accurately
Company executives understand that selling services alongside core product offerings leads to greater alignment and customer value, while subsequently decreasing the likelihood of customer churn and loss of recurring revenue. Well-defined services and the means to sell them are imperative. so why is selling services so difficult? This article introduces 10 ways to help Sales teams sell services.
GUEST POST: Service Outsourcing Should Be at the Top of Your 2021 To-Do List
Today’s customer service leaders are under enormous pressure to deliver high quality service to more customers across a growing number of channels with budgets that are not matching the pace of interaction growth. Facing these constraints, some may find themselves purposely hindering the customer experience (turning off channels, reducing hours of service, or increasing acceptable response time windows) instead of considering an entirely different approach to their costs. Read about why you should really be considering outsourcing right now.
Best Practices and Metrics for Assisted Support Delivery
Making it easy for customers to get help depends upon the channels available to access support resources and request assistance. Many companies offer assistance by phone but there is a clear shift towards electronic channels.
The 2 Keys to Preventing Support Issues
Our research has revealed that nearly a third (32%) of Support demand stems from questions related to either installation, configuration, or setup. This understanding gives companies an immense opportunity to reduce this demand—and we see two major keys to ongoing Support issue prevention.
Take These 5 Proven Actions 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 five proven initiatives for scaling Support delivery capabilities.
Poor Support Case Management Practices = Missed Opportunities
Incomplete case records diminish Support’s ability to identify root causes of support demand and plan mitigation efforts such as enhanced self-help, product improvements, and training. This article describes how poor support case closure practices lead to missed opportunities.
Optimizing Multi-Vendor Support Collaboration
Technology is complex. When something goes wrong it can be difficult to sort out which component is at fault and which vendor is needed to assist with the troubleshooting and resolution. Formal, multi-vendor support collaboration is essential to optimizing issue resolution.
Support Case Resolution: Are You Missing These 9 Best Practices?
From case open to closure, Support case management and resolution processes must be efficient and effective. Yet case management is the most costly and time-consuming Support process and remains labor-intensive and largely sub-optimized. Improve your processes—and customer value metrics—with these research-based best practices.
Is It Time to Modernize Your Service Portfolio?
Modern, well-defined post-sales service portfolios that combine elements of Customer Support and Customer Success can significantly increase your ability to help customers use and apply products; reduce churn; and expand revenue growth. This article will help you to determine the type of post sales service portfolio you need.
Our 2021 Support Demand Forecast
How would you rate your visibility into future Support demand? As you start the new year—AND as you navigate from Q1 through Q4 and into 2022, your understanding of how demand for Support will change is critical to planning, both short-term and long-term. Drawing from extensive research we recently conducted and published, here’s our 2021 Support demand forecast.
The State of Customer Support 2021
One of the most profound changes to the technology services industry is the clear shift away from selling perpetual product ownership toward a concerted effort to drive customers to subscription-based relationships. As we enter the new year the strategic role of Support must be realigned with overall corporate strategies focused on creating enhanced customer experiences, driving adoption, and maximizing customer retention. This article introduces key observations about how Support is transforming and offers recommendations about support imperatives for the year ahead.
Beyond NPS: Eight Metrics for Support and Success
High Net Promoter Scores as the desired outcome of Support and Customer Success interactions, while positive, is not enough because they it does not connect service delivery excellence with tangible business outcomes.
How to Measure Net Recurring Revenue
Net Recurring Revenue is a comprehensive indicator that reveals the extent to which you are retaining, expanding and growing customer relationship value. Examining the specific underlying elements that contribute to the calculation of Net Recurring Revenue provides the necessary insights to identify the root causes of churn, attrition and contraction. In addition, examining the reasons for revenue growth presents opportunities to embrace and expand practices that encourage expansion of relationship value.