Blog : Knowledge Management
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.
4.10.23 Read Time: 2 Mins
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 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 …
3.6.23 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 …
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 …
6.6.21 Read Time: 2 Mins
Knowledge management success must be clearly defined and articulated to establish reasonable expectations and performance targets for knowledge management initiatives. Success must be expressed in terms of formal goals, objectives, …
4.15.21 Read Time: 5 Mins
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.
12.14.20 Read Time: 2 Mins
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.).
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 …
