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Blog : Best Practice

Tag: Best Practice

7.20.22 Read Time: 2 Mins

Three Applications for Scaling Support with Chatbots

Leverage the power and potential of today’s chatbots to scale support delivery capability.

8.27.21 Read Time: < 1

Nine Best Practices to Help Customers Help Themselves

Many new support cases can be avoided if customers are able to access the knowledge and expertise of Support. Leverage these 9 best practices to help customers help themselves with …

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 …

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 …

2.24.20 Read Time: 3 Mins

Self-Help and Automation – Risks and Rewards

Companies that apply self-service and support automation can yield significant benefits, but not without risks. This article examines the risk and rewards associated with Self-service and support automation initiatives.

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