Blog : Knowledge Base
11.8.23 Read Time: 3 Mins
This article examines steps necessary to close the Deflection Gap by understanding ways to improve content coverage and findability.
3.6.23 Read Time: 4 Mins
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 …
2.2.23 Read Time: 5 Mins
This article provides initial impressions and experiences with ChatGPT and offer thoughts about the potential implications for Technical Support and Customer Success.
10.1.22 Read Time: 2 Mins
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 …
3.10.22 Read Time: 3 Mins
Digital Engagement builds on the principles of self-help and extends benefits to both vendors and their customers by offering more ways to scale and sustain ongoing relationships.
9.3.21 Read Time: < 1
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
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 …
7.15.21 Read Time: 4 Mins
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 …
4.12.21 Read Time: 2 Mins
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 …
10.2.20 Read Time: 3 Mins
Scaling Support Delivery requires the digital transformation of support and an increased use of digital technologies to improve and extend core support processes and enable new service capabilities. Digital transformation …
