Take These Proven Actions to Scale Support Delivery

Take These Proven Actions to Scale Support Delivery

BLOG

Take These Proven Actions to Scale Support Delivery

The future success of your Customer Support organization relies on your ability to scale Support delivery. By taking these five actions, you can effectively scale Support delivery to not only meet the expected demand growth, but also fulfill an expanded, Success-focused mission.

When you can scale Support delivery, your team can add more value.

I have blogged previously about my POV regarding Support demand in 2021 and beyond (spoiler alert: Support demand will increase). While increased demand presents an opportunity for Support to take on more high-value customer engagement activities, it first requires increases investment in diversified, targeted actions that will enable Support delivery at scale. Focus on these four action areas that have been proven to drive results.

  1. Prevention – Support must take the lead in identifying the root causes of support demand and aggressively advocate for mitigation of these circumstances. Support must work with Engineering groups to improve product performance and usability issues and work across the company to promote effective customer onboarding and skills development activities. Read more about 7 Strategies to Prevent Support Cases.
  2. Self-Help – Support teams represent a repository of product expertise and must work to make their knowledge available to customers. Many new support cases can be avoided if customers are able to access the knowledge and expertise of Support. Transferring knowledge to customers to help them become more self-sufficient should be high on the list of strategic imperatives for all Support organizations. Read more about 9 Best Practices to Help Customers Help Themselves and Maximizing the Return on Your Support Knowledgebase.
  3. Proficiency – Companies need to look beyond just helping customers help themselves and consider how they can build customers expertise so they can use and apply products more competently. Proficiency will require companies to move beyond a reliance on self-help-focused strategies and invest in building the foundational technical and business skills customers need to apply products successfully. Read more about 10 Strategies to Build Customer Proficiency to speed product adoption and descrease demand on Support.
  4. Automation – Support has always been a labor-intensive function that relies on the skills of product experts. Support cannot scale based solely on human power. Read more about 5 Ways to Automate Service Delivery.

 

 

Want to better understand Support demand trends? Download our research.

Are you ready for the challenges your Support organization will face in the year ahead?  Are you ready to capitalize on new opportunities?  How will you scale and transform Support?

For insights about how Support is changing and the opportunities and imperatives for 2021, download ServiceXRG’s latest study: Support Transformation: The Guide to Essential Practices and Metrics. It examines current trends in Support delivery and offers tangible guidance for Support, Success and Service professionals to meet growing expectations of both customers and company executives. Download your copy now.

Make your plan to meet the Support demand in your organization—we can help.

ServiceXRG provides coaching and guidance to help companies maximize customer value through better Support performance. Contact us anytime to set up an initial assessment of your Support planning needs. Use the chat button at bottom right, send an e-mail, or click on my calendar to schedule a specific time.

 

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"

Five Ways to Automate Service Delivery

Five Ways to Automate Service Delivery

BLOG

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?

We’re here to help you do better.

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"

Related Articles

Nine Best Practices to Help Customers Help Themselves

Nine Best Practices to Help Customers Help Themselves

BLOG

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 without needing to interact with live agents. It’s all about helping your customers help themselves — and everyone benefits.

Support teams represent a repository of product expertise and must work to make their knowledge available to customers. Many new support cases can be avoided if customers are able to access the knowledge and expertise of Support. Transferring knowledge to customers to help them become more self-sufficient should be high on the list of strategic imperatives for all Support organizations.

Leverage these 9 self-help best practices to help customers successfully help themselves:

  1. Provide direct customer access to up-to-date solutions to common customer issues.
  2. Provide enhanced search and discovery capabilities to help customers find answers.
  3. Implement formal knowledge management processes to create new and update existing knowledgebase content.
  4. Supplement the support knowledge base with customer access to documentation, release notes, getting started guides, help files available.
  5. Deliver more than just answers to frequently asked questions and develop a repository of best practice guides, examples, same code, templates, etc.
  6. Take advantage of delivery formats including text, video, and interactive guides.
  7. Provide access to self-guided tools and utilities to assist customers with self-diagnostics and issue repair.
  8. Create and nurture and active user community to facilitate peer-to-per issues resolution and sharing of best practices.
  9. Provide access to self-paced training, recorded webinars and other skills development resources.

Learn more about Customer Proficiency 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?

We’re here to help you do better.

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"

Related Articles

Seven Strategies to Prevent Support Cases

Seven Strategies to Prevent Support Cases

BLOG

Seven Strategies to Prevent Support Cases

Identifying and alleviating performance and usability issues can go a long way toward preventing Support cases. That reduces Support demand and enables your teams to focus on higher-value initiatives.

Support must take the lead in identifying product-related root causes of support demand and aggressively advocate for mitigation of these circumstances. Support must also work with Engineering groups to improve product supportability, advocate for fixes to performance issues, and work to identify and address issues related to product usability.

To help lessen Support demand, leverage these 7 strategies for issue prevention:

 

    1. Establish a well-defined escalation path from Support to Product Engineering.
    2. Integrate Support case-tracking and Product Engineering bug-tracking systems for seamless integration and ongoing progress tracking of reported issues.
    3. Establish service level agreements to define the type and frequency of action for Support and Product Engineering cooperation.
    4. Provide performance and security updates and patches on a regular schedule to address top issues.
    5. Automate update and patch management – make it frictionless for customers to access and apply updates.
    6. Use remote system monitoring and alerting to provide early warning of potential issues before they become critical.
    7. Improve the supportability of systems and products with the goal of increasing the rate that products can self-heal.

Learn more about Prevention 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?

We’re here to help you do better.

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"

Related Articles

Pin It on Pinterest