Training & Skills Development
Training | Coaching | Skills Development
Take These Proven Actions 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 Support delivery capabilities.
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 success.
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.
The 2 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 reduce this demand—and we see two major keys to ongoing Support issue prevention.
Poor Support Case Management Practices = Missed Opportunities
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
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.
Three Organizational Models to Describe How Sales and Support Can Cooperate
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.
Three Service Organizational Structures
ServiceXRG has defined the following types service organizational structures. Which one best describes your current state?