Tag: Self-Help

5.1.21 Read Time: 4 Mins

What Support Leaders Need to Know About Applying AI to Support

Support has been relentless in the pursuit of continuous improvement, yet the function of Support has remained fundamentally unchanged for decades. AI is a critical catalyst that will help enable …

4.19.21 Read Time: 2 Mins

Social Media – Implications and Opportunities for Service and Support

This article describes how to develop a social media strategy for Support that aligns with business goals and staffing levels. It’s better to start small than not start at all.

4.12.21 Read Time: 2 Mins

7 Steps For Successful Service Automation

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 …

3.24.21 Read Time: 3 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 …

2.10.21 Read Time: 2 Mins

Keys to Preventing Support Issues

Our research has revealed that nearly a third (32%) of Support demand stems from questions related to either installation, configuration, or setup. This understanding gives companies an immense opportunity to …

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.).

10.27.20 Read Time: < 1

6 Ways to Apply AI to Technical Support

Support has been relentless in the pursuit of continuous improvement, yet the function of Support has remained fundamentally unchanged for decades. AI is a critical catalyst that will help enable …

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 …

2.24.20 Read Time: 3 Mins

Self-Help and Automation – Risks and Rewards

Companies that apply self-service and support automation can yield significant benefits, but not without risks. This article examines the risk and rewards associated with Self-service and support automation initiatives.

2.19.20 Read Time: 2 Mins

Digital Customer Experiences (dCX)

Learn how to measure customer experiences delivered through digital channels.

4.28.02 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.