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Support or Success – What Type of Post Sales Service Portfolio Do You Need?

Support or Success – What Type of Post Sales Service Portfolio Do You Need?

Support and maintenance portfolios have been the foundation of many post-sales service offers, yet Support offers alone are no longer adequate to sustain and growth customer relationship value. Modernization of support portfolios and the evolution to customer success-focused programs and offers is the future of post-sales service portfolios. This article will help you to determine what type of post sales service portfolio you need.

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Effectively Managing Distributed Support Teams

Effectively Managing Distributed Support Teams

Geographically distributed teams are common for many industries and companies, but recent events have created the necessity for more individuals to work from home. For support and service operations that rely on centralized call centers the shift to a distributed workforce introduces new challenges – both technical and administrative. Here are some of the things to consider for effectively managing distributed support and success teams.

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Top Customer Support Trends for 2020

Top Customer Support Trends for 2020

Support has been the foundation of post-sales customer engagement for decades. New licensing models and recognition that customer retention is essential has led to enhanced approaches to engage and retain customers. Support must find ways to contribute to the execution of CX and CS strategies and practices. Core support practices will persist but Support as we know it will evolve.

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Chatbots for Technical Support – Are They Working?

Chatbots for Technical Support – Are They Working?

The ability to provide automated interaction with customers by chat has been available for years. The power and potential of today’s chatbots offers a wide array of customer service and technical support opportunities. For many companies the question is not if they should deploy chatbot automation for technical support, but rather, how to make chatbots successful. In 2020 ServiceXRG conducted a study to assess the use and effectiveness of chatbots for support.  Here are the highlights:

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Digital Customer Experiences (dCX)

Digital Customer Experiences (dCX)

Many customer touchpoints with your company are conducted digitally through web self-service and automated tools. It is imperative to consider how customer experiences are impacted by services delivered through digital channels. This article introduces how to define and measure Digital Customer Experiences (dCX).

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Top Service Challenges for 2021

Top Service Challenges for 2021

Welcome to 2021! What do you consider to be the top challenges for your service organization in the year ahead? 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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Best Practices for Support Web Site Design

Best Practices for Support Web Site Design

The primary objective of a support web site is to help customers find the information and resources they need quickly and intuitively. Well-designed support web sites encourage customers to invest their time to explore and discover the information they need. This article introduces the elements and practices for effective web support site design.

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CX Implications for the Digital Transformation of Support

CX Implications for the Digital Transformation of Support

Many customer touchpoints with your company are conducted digitally through web self-service and automated tools. It is imperative to consider how customer experiences are impacted by services delivered through digital channels. This article introduces how to define and measure Digital Customer Experiences (dCX).

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