9.14.23 Read Time: 2 Mins
Closing the Deflection Gap: Better Self-Service Support
The Deflection Gap serves as the best indicator of the effectiveness of your self-service initiatives.
6.10.23 Read Time: 2 Mins
ChatGPT – What is it and why should I care?
Service teams are shifting their focus to the attainment of strategic outcomes.
6.1.23 Read Time: < 1
Generative AI at Work – A Must Read
This study provides tangible evidence of the potential benefits for generative AI in support.
4.26.23 Read Time: < 1
Preparing For Next-Gen Service Technologies
Planning for and adopting the next generation of service technologies.
4.20.23 Read Time: 3 Mins
ChatGPT is Cool – Now, Let’s Make a Plan to Put It to Work.
It’s time to move beyond the hype of advanced AI models like ChatGPT. This article introduces 4 practical steps to define future use cases for self-help and optimized digital customer …
4.10.23 Read Time: 2 Mins
Large Language Models vs Searchable Knowledge Bases: The Pros and Cons
LLMs with generative capabilities offer immense potential to change the way we present information, yet searchable knowledge bases are family and easier to maintain. This article compares the pros and …
4.8.23 Read Time: 3 Mins
The Effort Required to Build and Train a Large Language Model
The complexity involved with building and maintaining large language models may be beyond the reach of many companies today, but it does not mean that we can’t start thinking about …
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.
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.
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.
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:
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 …
8.20.21 Read Time: < 1
Ten Strategies to Build Customer Proficiency
Higher levels of customer proficiency lead to faster product adoption and less need for support assistance. Leverage these 10 strategies will help customers develop essential product skills.
8.13.21 Read Time: < 1
Seven Strategies to Prevent Support Cases
Identifying and alleviating performance and usability issues can go a long way toward preventing demand for Support. Leverage these 7 strategies for issue prevention to help lessen Support demand:
7.15.21 Read Time: 4 Mins
Maximizing the Return on Your Support Knowledge Base
The Support organization encompasses extensive experience and expertise about how to use and apply products. Access to this Support knowledge is the primary reason customers contact Support. This article explains …
7.8.21 Read Time: 2 Mins
Beyond Self-Service Deflection
The use of Self-Service deflection as a basis to justify investments in Self-Service fosters an expectation that it is only capable of reducing costs. This article explains why Self-Service is …
7.1.21 Read Time: 2 Mins
4 Unintended Consequences of Self-Service Deflection
Self-Service deflection can provide both benefits as well as some unintended consequences. This article introduces what to expect from self-service deflection and how to prepare for possible consequences.