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Blog : Self-Help

Tag: Self-Help

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.

3.10.22 Read Time: 3 Mins

Self-Help to Digital Engagement

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.

12.2.21 Read Time: < 1

Six Critical Service Practices for Business Success

Corporate financial performance depends on Services to nurture, retain, and grow customer relationship value. Companies are taking steps to modernize services and shift them to proactive, success-focused growth engines

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:

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.

6.24.21 Read Time: 2 Mins

Six Steps to Measure Self-Service Deflection

Self-Service deflection is the rate at which self-help and automated resources satisfy customers’ service demands that would otherwise be handled by assisted service staff. This article introduces a concise definition …

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