4.19.21 Read Time: 2 Mins
Social Media – Implications and Opportunities for Service and Support
This article describes how to develop a social media strategy for Support that aligns with business goals and staffing levels. It’s better to start small than not start at all.
4.15.21 Read Time: 5 Mins
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.
4.12.21 Read Time: 2 Mins
7 Steps For Successful Service Automation
Automation of technical support or customer success functions may yield great returns, yet some service activities can be difficult to replicate with systems. This article introduces 7 Steps For Successful …
3.28.21 Read Time: 2 Mins
Essential Customer Success Activities
Half of the organizations we surveyed executed on LESS than half of these core Customer Success actions. How does your company stack up — and where can you improve?
3.20.21 Read Time: < 1
Have your tried to contact your company for support?
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 …
3.19.21 Read Time: 3 Mins
CX Principles for Success
This article introduces five CX principles necessary to establish a foundation from which to define, execute and achieve tangible, positive service outcomes.
3.9.21 Read Time: 4 Mins
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. …
Read Time: 2 Mins
Support Funding Levels
Support funding levels range dramatically based on many factors including the size of the company, the type of product being sold and the rate of growth of the company or …
2.20.21 Read Time: 4 Mins
Service Outsourcing Should Be at the Top of Your 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 …
2.15.21 Read Time: 2 Mins
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 …
2.10.21 Read Time: 2 Mins
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 …
2.5.21 Read Time: 2 Mins
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 …
2.3.21 Read Time: 3 Mins
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 …
1.20.21 Read Time: 2 Mins
Customer Experience vs. Customer Success – Similarities and Differences
Guest Author Jennifer MacIntosh breaks down the similarities and differences between Customer Experience (CX) vs. Customer Success.
1.19.21 Read Time: 2 Mins
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 …
1.6.21 Read Time: 2 Mins
Support Demand Forecast
Understanding how demand for Support will change is critical to planning, both short-term and long-term. This article introduces the factors the influence Support demand so that you can plan for …
12.14.20 Read Time: 2 Mins
Deflection – What to Do with Your “Savings”
Savings from self-help deflection create an opportunity to reinvest in services to improve outcomes by reallocating staff to high value activities (e.g. onboarding, adoption, retention, expansion, etc.).
12.4.20 Read Time: 5 Mins
Using Net Recurring Revenue to Identify Customer Service Opportunities and Risks
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 …