User Studies

User Wants and Needs | Customer Expectations | The User Perspective

Effectively Managing Distributed Support Teams

Geographically distributed teams are common for many industries and companies, but recent events have created the necessity for more individuals to work from home. For support and service operations that rely on centralized call centers the shift to a distributed workforce introduces new challenges – both technical and administrative. Here are some of the things to consider for effectively managing distributed support and success teams.

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The Evolution of Support – Top Trends for 2020 and Beyond

Support has been the foundation of post-sales customer engagement for decades. New licensing models and recognition that customer retention is essential has led to enhanced approaches to engage and retain customers. Support must find ways to contribute to the execution of CX and CS strategies and practices. Core support practices will persist but Support as we know it will evolve.

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Support Demand: Problem or Opportunity?

Is it a good thing if customers need support or is this a problem? The need for support is inevitable and communicating with your customers is always a good thing. What distinguishes support as good or bad is based on how you respond and what you learn from each customer interaction.

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Top 10 Practices to Achieve Support Excellence

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. Consider the following 10 practices in your pursuit of technical support excellence.

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What Customers Need To Be Successful

When customers buy or subscribe to your product, they have expectations about how the product will help them with their business. This article examines the customer view of what customers need to be successful.

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Creating Positive Customer Experiences

The way we interact with customers directly affects the way they perceive us. When we are responsive, attentive, willing, and able to provide the information or assistance they need, we increase the likelihood of providing a positive experience. When we are difficult to do business with, unable or unwilling to satisfy customers’ needs, indifferent, inept, or rude, chances are the customer will have a bad experience. A satisfying customer experience is critical if we want to positively influence the way customers behave.

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Improve Customer Experiences by Understanding What Users Want and Need

The ability for a service organization to maintain an acceptable level of customer satisfaction and deliver a reasonable customer experience begins with a company’s understanding of what its customers need, want, and expect. When customer expectations are not well known or more importantly not managed – the instances of dissatisfaction will rise.

This article describes the factors that affect customer satisfaction and experience levels.

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Why Your Customers Don’t Renew Service Contracts and What You Can Do About It

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.

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