Training & Skills Development
Training | Coaching | Skills Development
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 reduce this demand—and we see two major keys to ongoing Support issue prevention.
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 five proven initiatives for scaling Support delivery capabilities.
Incomplete case records diminish Support’s ability to identify root causes of support demand and plan mitigation efforts such as enhanced self-help, product improvements, and training. This article describes how poor support case closure practices lead to missed opportunities.
Salesforce Trailhead offers an excellent example for how to develop customer proficiency. Trailhead is a self-paced, online learning platform provided for free to anyone. The platform offers learning on a growing portfolio of Salesforce topics, as well as a variety of other non-Salesforce-specific skills individuals need to be successful in today’s technology landscape.
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.
ServiceXRG has defined the following types service organizational structures. Which one best describes your current state?