Articles related to technical support strategies, practices and delivery excellence.
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Social media strategies introduce non-conventional opportunities to deliver Support. Instead of providing direct assisted services or self-help content, Support creates an environment for others within the community to provide the expertise to help other customers. As Support develops social channels it must consider how to measure the impact of these strategies relative to their pursuit of technical support excellence.read more
Periodically we need to stop and place ourselves in our customers shoes and experience what we ask them to experience. If you have not done so recently, call for service, try to order a product. Here is a brief reminder of why you need to try being your own customer.read more
Social media’s ability to empower consumers by giving them the voice to discuss their problems and perceptions publicly has dramatically shifted the business/customer relationship. Companies need a strategy to engage socially with customers. Service and support organizations should view social media as a platform to gain insights about the issues, questions, and perceptions customers have about their products. If you don’t have a Social Media strategy for Support, it’s time. It’s better to start small than not start at all.read more
Technical Support Excellence is the achievement of the maximum positive impact on profitability and reputation of the company, product or brand being supported through the efficient and effective delivery of support. Technical Support Excellence does not require that every customer is delighted with every service transaction or that Support achieves a perfect Net Promoter or Customer Satisfaction score.
Excellence means that Support has defined and achieved the optimal level of performance and impact from Support delivery given current investment levels in Support and its dependencies on other organizations within the company.read more
Have your tried to call your support number?read more
As we look to embrace Customer Success it is imperative that we have a shared understanding about what Customer Success is and is not. This article explores the key differences between Technical Support and Customer Success.read more
Sales and support staff often work with the same customer accounts, but not always in coordinated and cooperative ways. ServiceXRG has identified three organizational models to describe how sales and support can cooperate.read more
The demand for support by your customers may be far greater than current transaction levels suggest. ServiceXRG illustrates the potential unmet support demand by customers and suggests why responding to this demand is important but will likely increase assisted...read more
If you only care about the first-year revenue from support and maintenance contracts, then any attach is a good attach. If you want to maximize revenue from the support annuity , then contract attach followed by a successful renewal is essential.read more
Why aren’t you renewing more of your service contracts. The most common reasons for non-renewal are: Lack of perceived value; a customer stops using your product; a product reaches maturity; or poor service quality. Non-renewal is also caused by poor renewal practices. This article introduces the top reasons for non-renewal and offers practical advice for how to improve renewal rates.read more
ServiceXRG has defined the following types service organizational structures. Which one best describes your current state?read more
There is no limit to the number of knowledge management metrics that can be measured. There are however a finite number of metrics that must be measured. Essential metrics are those that provide insight into performance against established knowledge management goals...read more