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Blog : Knowledge Management

Tag: Knowledge Management

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 …

2.2.23 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.

10.1.22 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 …

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 …

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 …

6.6.21 Read Time: 2 Mins

Setting Goals and Objectives for Knowledge Management Success

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 to Define and Measure Self-Service Deflection Rates

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

Deflection – What to Do with Your “Savings”

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 Through Digital Transformation

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 …

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