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The State of Self-Service Tech Support

The State of Self-Service Tech Support

Self-service is essential for companies meet growing support demand but should not be the only strategy companies rely on to scale support delivery. This article assesses the state of self-service tech support and examines the use of self-help and service automation.

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SURVEY: Top Tech Service Challenges for 2021

SURVEY: Top Tech Service Challenges for 2021

What do you consider to be the top challenges for your service organization? Hiring, training and retaining staff? Transitioning to a subscription model? Implementing new service technologies? Redefining your service portfolio? Adopting success practices? Satisfying and retaining customers? Expanding revenue?

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How Much Should You Charge for Support?

How Much Should You Charge for Support?

How much should you charge for Support?  It’s a driving question as your organization seeks to drive recurring revenue growth. And it’s a balancing act. Let’s explore a Support pricing model that’s been shown to work equally well for businesses and their customers.

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GUEST POST: Sell Services Faster and More Accurately

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.

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GUEST POST: Service Outsourcing Should Be at the Top of Your 2021 To-Do List

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.

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The 2 Keys to Preventing Support Issues

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.

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