Blog : Self-Help : Page 2
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.
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 …
3.24.21 Read Time: 3 Mins
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
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
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
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 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
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
Learn how to measure customer experiences delivered through digital channels.
4.28.02 Read Time: < 1
The impact of self-help is often overstated (or worse, not known) and the ability to improve self-help performance is underfunded.
