Five Ways to Automate Service Delivery

Five Ways to Automate Service Delivery

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Five Ways to Automate Service Delivery

Automation plays an increasingly important role in support case deflection and management activities. Let’s explore some ways you can automate service delivery and help scale your Support operation.

Service automation can provide intelligent answers to customer questions or perform simple, repetitive, yet important tasks. The more we can automate service tasks the less time skilled support staff need to be involved in lower value activities.

Use these 5 proven strategies to automate service delivery and free up your skilled support staff for higher value activities:

  1. Introduce conversational chatbots to assist with issue triage and preliminary diagnostics.
  2. Enable chatbots to answer customer questions when possible or route cases to the best qualified resource for resolution.
  3. Match and present available solutions as new cases are created via web or submitted by e-mail.
  4. Use AI-enabled automation to discover “at risk” customers and alert necessary Customer Success or Technical Account Management.
  5. Automate simple and repeatable case management activities.

Learn more about Automation Metrics that gauge the impact of issue prevention initiatives – Download the ServiceXRG whitepaper:
Four Imperatives for Scaling Support.

 

How successful are your efforts to scale Support?

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Reach out anytime to get answers and insights about proven, measurable ways for your Support function to run at greater scale. Use the chat button at bottom right, send an e-mail, or click on my calendar to schedule a specific time to talk.

 

Support demand is on the rise. What’s your response plan?

Download the ServiceXRG Whitepaper:

Four Imperatives for Scaling Support

Download Four Imperatives for Scaling Support and discover:

  • The most effective approaches to scaling support — proven in high-volume support organizations.
  • The 4 top strategies to scale support and reduce demand.
  • The best practices that make these strategies effective.
  • The metrics that enable precise tracking of your efforts to scale support.
Download the ServiceXRG whitepaper, "Ensuring a Successful Journey to Customer Success"

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Scaling Support Delivery Through Digital Transformation

Scaling Support Delivery Through Digital Transformation

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Scaling Support Delivery Through Digital Transformation

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 includes human-assisted, self-assisted and fully automated support transactions. This article defines and introduces key characteristics of the digital transformation to scale support delivery.

Support Digital Transformation

The digital transformation of support is enabled by customers desire to help themselves and their broad access to digital devices and platforms from which support may be requested and delivered.

The use of digital technologies in support is not new, but the rate of adoption by service providers and acceptance by customers has accelerated digitization.  Today most support transactions are digitally enabled, many do not involve direct support assistance or human interaction.

Support Digital Transformation

Support Digital Transformation

Some unique characteristics of Support Digital Transformation are noted below.

Support Delivery and Interaction

Support Digital Transformation enhances companies’ ability to engaged and interact with customers through assisted, automated and self-help service delivery channels.

Self-Help

Self-help tools and content allow customers to access information and resources they need to resolve their own issues.  Access to self-help is primarily facilitated through web support sites accessed from desktop computers and mobile devices.

Read more articles about self-help

https://www.servicexrg.com/blog/self-help/

Automated

Intelligent automation increasingly supplements delivery of some services freeing humans to focus on tasks not suitable to automation (yet).  Automated support includes unassisted transactions such as chat-bots, renewal notification, monitoring and alerting.

Read more articles about tools and support automation

https://www.servicexrg.com/blog/tools-and-automation/

Human Assisted

Digital support platforms enable humans to perform service and support transactions efficiently.  Ticket tracking and management, access to customer data and the ability to collaborate with customers through remote tools enhance assisted support transactions.

Technology Enabled

Support Digital Transformation leverages digital technologies to achieve predictable outcomes and enhanced efficiencies by leveraging customer data and organizational knowledge.

Process Efficiency

Vital support processes such as case submission, entitlement validation, escalation, and the interaction between support experts and customers are digitally enabled through, CRM, case tracking, escalation and bug tracking and customer success management platforms.  Support today cannot operate efficiently without extensive use of technology to enable core support processes.

Data Driven

Digitally enabled support processes assure that what is known about a customer and the products they use can help streamline, personalize and automate customer interactions.  Collection, storage and access to customer data including user preferences, usage behaviors, skill level, and previous interactions establishes a foundation to enhanced future interactions.

Customer data can be supplemented with product data including, configuration, health, and performance. Data access can help anticipate and respond to customer needs and monitor relationship health.

Knowledge Enabled

Customers have more options for access to support knowledge.  Well documented domain knowledge enables searchable knowledge access, just-in-time training, on-demand coaching and guided assistance (human and automated) delivering the answers customers need quickly.

Read more about support knowledge management

https://www.servicexrg.com/blog/self-help/

Additional Benefits

Support Digital Transformation offers the following additional benefits.

Expanded Channels

Digital technologies make access to support easier.  Customer can seek support assistance from mobile devices, the web, and directly though product interfaces.

New Service Value

Digital technologies extend support beyond its traditional boundaries.  Self-help, peer-to-peer communities, just-in-time learning, and ever-increasingly sophisticated automation assume a greater burden for overall support delivery.

Proactive

Digital capabilities introduce the means to deliver services before they are requested by customers.  Monitoring and analysis of data helps to anticipate customer needs and provide solutions before they are requested by customers.

Chatbots for Technical Support – Are They Working?

Chatbots for Technical Support – Are They Working?

Chatbots for Technical Support – Are They Working?

The ability to provide automated interaction with customers by chat has been available for years. The power and potential of today’s chatbots offers a wide array of customer service and technical support opportunities. For many companies the question is not if they should deploy chatbot automation for technical support, but rather, how to make chatbots successful. In 2020 ServiceXRG conducted a study to assess the use and effectiveness of chatbots for support.  Here are the highlights:

Overview of Findings

  • Over two-thirds (68%) of responding companies currently use chatbots for technical support.
  • 88% of companies indicate current or planned use of chatbots within the year.
  • Chatbot session satisfaction is 44.5%.
  • 60% of chatbot sessions are considered successful.
  • 40.7% of chatbot sessions deflect cases from assisted channels.

To request a full copy of the findings please send a request to research@servicexrg.com

Do you currently use, or plan to use a chatbot for technical support within the next year?

88% of companies indicate current or planned use of chatbots within the year.

What are the top benefits that you expect from offering a chatbot?

Companies that plan to use chatbots in the future expect the chatbot to provide answers to customers or direct customers to the best qualified resource if an answer cannot be provided.

What is the primary criterion for chatbot success?

Nearly half of companies (46.2%) rely on direct customer feedback to determine chatbot success.  The remainder determine chatbot success by measuring transactional events (no escalation to a human, session ends).

 

 

 

 

 

Related Articles

Five Ways to Automate Service Delivery

Automation plays an increasingly important role in support case deflection and management activities. Leverage these 5 service automation strategies to free up your skilled support staff for higher value activities:

read more

Seven Strategies to Prevent Support Cases

Identifying and alleviating performance and usability issues can go a long way toward preventing demand for Support. Leverage these 7 strategies for issue prevention to help lessen Support demand:

read more

Maximizing the Return on Your Support Knowledge Base

The Support organization encompasses extensive experience and expertise about how to use and apply products. Access to this Support knowledge is the primary reason customers contact Support. This article explains how companies can maximize the return on the creation and distribution of Support knowledge.

read more

Beyond Self-Service Deflection

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