3.30.23 Read Time: < 1
Self-Service Initiatives (Still) Fall Short
The impact of self-help is often overstated (or worse, not known) and the ability to improve self-help performance is underfunded.
3.6.23 Read Time: 4 Mins
Generative AI Applications for Customer Support
Generative AI technology can create useful types of new content in audio, graphical, and text formats. With the right instructions and knowledge inputs it can write code, produce music, and …
2.17.23 Read Time: < 1
Self-Service Deflection Trends 2012 – 2022
For the past decade, reported self-service deflection has averaged 22.8%. The industry trend for deflection has slowed down slightly.
2.2.23 Read Time: 5 Mins
ChatGPT: Impressions and Implications for Technical Support and Customer Success
This article provides initial impressions and experiences with ChatGPT and offer thoughts about the potential implications for Technical Support and Customer Success.
10.12.22 Read Time: 2 Mins
Support Demand Trends 2023
Support demand grew at 11% in the past year, and we anticipate that demand will continue to grow for most companies but at a slower rate. Understanding how demand for …
10.1.22 Read Time: 2 Mins
The State of Self-Help and Automation
Self-help is essential for companies meet growing support demand but should not be the only strategy companies rely on to scale support delivery. This article presents the current use of …
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.
7.1.22 Read Time: 2 Mins
A Quick Fix to Improve Support Experiences and Customer Satisfaction
Five fixes to improve support experiences and improve customer satisfaction
4.21.22 Read Time: 2 Mins
Retention Strategies to Keep the Customers You Have
This article introduces retention strategies to help you keep the customers you have.
4.19.22 Read Time: 2 Mins
Ten Steps to Quantify the Business Impact of Support
This article introduces 10 steps to take to quantify the business impact of support.
2.15.22 Read Time: 3 Mins
How Adoption and Success Services Drive Recurring Revenue
Services are the key to maximizing recurring revenue when companies have the capability to define, sell, and deliver the services customers need. Customers that have access to success focused services …
2.12.22 Read Time: 2 Mins
From Support to Success Portfolios
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 …
2.6.22 Read Time: < 1
Customer Success Management
Customer Success Management encompasses the practices, programs, resources, tools, and metrics required to help customers successfully use products to achieve their desired business outcomes.
11.17.21 Read Time: 2 Mins
Service Planning Drives Results
To be successful with Services, you must establish a Service plan. To be effective, the Service plan must clearly define the role of Services within your company, prioritize service initiatives …
9.28.21 Read Time: 2 Mins
The Right Metrics for Support and Success
This article introduces 8 essential metrics for Support and Customer Success.
9.12.21 Read Time: 2 Mins
Take Action 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 proven initiatives for scaling …
9.3.21 Read Time: < 1
Five Ways to Automate Service Delivery
Automation plays an increasingly important role in support case deflection and management activities. Leverage these 5 service automation strategies to free up your skilled support staff for higher value activities: