Best Practices and Metrics for Assisted Support Delivery

Best Practices and Metrics for Assisted Support Delivery

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Best Practices and Metrics for Assisted Support Delivery

Making it easy for customers to get help depends upon the channels available to access support resources and request assistance. Many companies offer assistance by phone but there is a clear shift towards electronic channels.

Assisted Support

The time, effort, and costs required to provide assisted support make it imperative for companies to find ways to expedite issue resolution and bolster efforts to prevent issues.

Companies offer a variety of channels for customers to request assisted support. These include interactive channels like chat and phone, and passive methods such as e-mail, Support communities, and web case submission. Customers have embraced electronic channels and are relying less on assistance by phone.

Key Trends

  • 83.1% of companies offer both phone and electronic channels for support. Only 14.9% offer electronic-only support contact methods.
  • Support case submission by web-based form is the top channel used, followed by phone and e-mail.
  • Phone support use has declined by 8% as electronic channel use grows.
  • The use of chat has grown by 26% while use of e-mail has risen by 24%.
  • The reasons customers request support assistance are equally distributed across three primary categories of “How To,” “Bugs or Performance Issues,” and “Installation, Configuration, Setup.”
  • Most support interactions are reactive, although proactive engagement is on the rise.

Best Practices

From case open to closure, case management and resolution processes must be efficient and effective.

  • Apply structured data collection to assure that submitted cases are complete.
  • Encourage adoption of web-based case submission.
  • Apply intelligent automation to triage and routing of new cases.
  • Deflect as cases are created.
  • Collaborate.
  • Leverage case closure automation.
  • Completely document closed cases.
  • Trigger knowledge process upon case closure.

Key Metrics

It is important to track how your customers engage your Support organization as well as the types of issues they need help with. Consider using the following metrics and measures:

  • Cases by Channel
  • Assisted Issue by Types
  • Support Access Point

What more insights about assisted support best practices and metrics?

For insights about how support is changing and the opportunities and imperative for 2021 please review ServiceXRG’s latest study: Support Transformation: The Guide to Essential Practices and Metrics.  This report 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 a Plan to Optimize Assisted Support

ServiceXRG provides coaching and guidance to help companies optimize support performance and apply best practices.

Let’s make a plan to optimize support.

Contact ServiceXRG by chat or e-mail now or click on my calendar to set up an initial assessment of your Support planning needs.

Fresh, authoritative, actionable insights for Support leaders

Exclusive Research Report:

Support Transformation: The Guide to Essential Practices and Metrics

Download the ServiceXRG Support Transformation 2021 research report

The 2 Keys to Preventing Support Issues

The 2 Keys to Preventing Support Issues

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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 preventing Support issues on an ongoing basis.

Preventing Support issues starts with customer knowledge.

The more that your customers know, the more capable they are with your product, the less they will require Support. Therefore, we see the two keys to Support issue prevention as Onboarding and Training. It then follows that effective customer onboarding and training will require planning and action on the part of your organization.

The opportunity for greater Support issue prevention is very real: Currently, fewer than a third (28%) of companies have proactive engagement efforts in place to help prevent Support issues. What’s working for them?

Key #1: Onboarding

Proactive Support includes formal efforts to onboard customers with planning resources, as well as guidance and expert resources to assist with installation and configuration. Proactive Support is also triggered by remote monitoring, alerting, and product “call-home” features.

Formal onboarding allows companies to proactively engage customers before they need assisted support. Onboarding practices and resources may consist of digitally available “getting started” checklists, best practice guides, or self-paced training (“tech touch”). Onboarding may also include formalized planning, account management, and coaching with onboarding experts (“high touch”).

Key #2: Training

“How to” questions are another significant source of Support issues. Companies can head off such questions with formal efforts to help customers develop proficiency with their products. These efforts can include (but aren’t limited to) training, knowledge transfer, best practice guides, and coaching.

Be proactive, be early when it comes to preventing Support issues.

Companies that can help customers with formal onboarding and training programs in the early stages of new product adoption are best positioned to mitigate Support demand because:

  • They better equip customers to use the product(s) (and get maximum value) from the start.
  • They connect customers to the resources they need to resolve issues themselves.

Not only do proactive, early onboarding and training prevent more Support issues, they also contribute to Customer Success and increased customer lifetime value.

What more insights about onboarding and practice customer engagement practices? Download the research.

For insights about how support is changing—plus the most urgent opportunities and imperatives—download ServiceXRG’s latest study: Support Transformation: The Guide to Essential Practices and Metrics.  This report 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 a plan to get proactive

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.

 

Fresh, authoritative, actionable insights for Support leaders

Exclusive Research Report:

Support Transformation: The Guide to Essential Practices and Metrics

Download the ServiceXRG Support Transformation 2021 research report

Poor Support Case Management Practices = Missed Opportunities

Poor Support Case Management Practices = Missed Opportunities

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Poor Support Case Management Practices = Missed Opportunities

The time and effort to capture what is learned during the Support case management and resolution may seem untenable and an added cost that Support cannot afford. But the missed opportunities and long-term costs are far higher when insights from customer interactions are not fully documented and analyzed.

Support case management missed opportunity #1: incomplete case records

According to ServiceXRG’s new study on Support Practices and Metrics more than 90% of the time and effort spent on Support case management and resolution goes into issue determination and formulation of a response to the customer. As a result, this leaves little time for some of the most important actions necessary to improve the efficiency and effectiveness of Support: advancing product quality and innovation and retaining and expanding customer relationships.

The study further finds that only two-thirds (67%) of companies formally document the circumstances of each case in their ticket management system. Even then, their compliance to completely fill in Support case record details is lower than 50%.

These incomplete Support 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.

Support case management missed opportunity #2: knowledge base neglect

Only 42%, of companies indicate that a knowledge base article is updated or created when a case is closed according to ServiceXRG’s research. The fact that a case was submitted by a customer indicates that there may be a need for information to possibly prevent future support cases from being submitted or help expedite resolution of a case by sharing knowledge among Support team members.

Turn around your missed opportunities with these Support case management best practices:

Apply structured data collection to assure that submitted cases are complete.

Leverage processes and tools to assure that new cases submitted include all information required to begin meaningful issue diagnosis and resolution. Use structured data collection tools such as web-based forms and conversational chatbots. Discourage use of unstructured case submission channels such as e-mail.

Encourage adoption of web-based case submission.

Electronic submission of new cases using structured web-based form is more conducive to automation. Create opportunities for customers to submit support cases through web forms and incent customer adoption of this channel by providing enhanced service levels or other incentives.

Completely document closed cases.

When cases are closed, assure that relevant data attributes and circumstances of the case have been captured.

What more insights about Support case management practice and metrics?

For insights about how support is changing—plus the most urgent opportunities and imperatives—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 optimize Support case management—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.

Fresh, authoritative, actionable insights for Support leaders

Exclusive Research Report:

Support Transformation: The Guide to Essential Practices and Metrics

Download the ServiceXRG Support Transformation 2021 research report

Support Case Resolution: Are You Missing These 9 Best Practices?

Support Case Resolution: Are You Missing These 9 Best Practices?

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Support Case Resolution: Are You Missing These 9 Best Practices?

In a great many support organizations, case management remains labor-intensive and cost-heavy. Our research has shown that by and large, system and process deficiencies are to blame. Follow these 9 Support case resolution best practices to start bringing time- and cost-efficiency (plus increased customer value) to your operations.

Diagnosing issues in Support case management

Once the opportunity to prevent or deflect a case has passed, companies must respond with expert resources to diagnose and resolve customer issues. Yet case management is THE most costly and time-consuming Support process. Support leaders with P&L responsibility must therefore make all efforts to expedite all cases rapidly and effectively. It starts with a “look under the hood” to understand the challenge at a granular level:

Key trends in Support case management

Our most recent research into current Support challenges and practices revealed these telling trends:

  • More than half of companies continue to use in-house case management systems.
  • Nearly half (47%) of cases are submitted with insufficient information to begin meaningful diagnosis and resolution.
  • On average, each new case results in two additional interactions between Support and the customer.
  • Two-thirds of companies organize Support resources in tiers, with the remainder using a more collaborative, team-based approach.
  • 54% of cases on average are closed at first contact with the remainder requiring a “next step” to resolve cases.
  • More than a third (35%) of companies organize case resolution resources by team and will collaborate to resolve cases.
  • Companies report that collaboration has a positive impact on customer satisfaction and time to resolution.
  • Only two-thirds (67%) of companies formally document the circumstances of each case in their ticket management system.
  • Fewer than half of companies indicate that knowledge base articles are updated or created when a case is closed.

Clearly, these trends expose abundant opportunities to improve efficiency, reduce costs, and (of course) deliver customer satisfaction.

Consider these 9 Support case management best practices.

From case open to closure, case management and resolution processes must be efficient and effective. Our research suggests that applying these best practices can improve results in your Support organization.

  1. Apply structured data collection to assure that submitted cases are complete.
  2. Encourage adoption of web-based case submission.
  3. Apply intelligent automation to triage and routing of new cases.
  4. Deflect as cases are created.
  5. Collaborate.
  6. Leverage case closure automation.
  7. Completely document closed cases.
  8. Trigger knowledge process upon case closure.
  9. Apply these key metrics to track the impact of the above best practices.

I’ll say it again: Case management is the most costly and time-consuming Support process. And because you can’t improve what you don’t measure, It’s critical to monitor all aspects of case management to identify efficiencies and opportunities to reduce support demand. Consider using the following metrics and measures:

  • Case Submission Completeness
  • Customer Interactions Per Case
  • First Contact Resolution
  • Escalation Rate
  • Collaboration Rate
  • Time to Resolution
  • Total Effort to Resolve
  • Closed Case Record Completion Rate
  • New vs. Known Issues
  • Knowledge Action Rate

Want more insights about case management best practices and metrics? Download our research.

For insights about how support is changing—plus the most urgent opportunities and imperatives—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 optimize Support case management—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.

Essential Customer Success Activities

Essential Customer Success Activities

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Essential Customer Success Activities

Customer Success—and the recurring revenue it generates—results from a series of intentional, interrelated activities performed throughout the customer relationship lifecycle. As shown in this graphic, effective customer success activities comprise a continuum:

 

Essential Customer Success Activities

Effective Customer Success activities fall into 6 distinct categories.  All are essential, yet recent ServiceXRG research revealed that half of companies surveyed are doing only half the job:

Customer Success Activities Commonly Used

Source: ServiceXRG 2020

Customer Success Activities Defined

Onboarding Activities

Onboarding activities aim to remove barriers that may inhibit successful product use. Onboarding can encompass activities to welcome and introduce customers to the resources necessary to use new products, as well as verification that customers can access and use products.

Onboarding activities can include:

  • Initial welcome
  • Kick-off-meeting
  • Goals and objectives inventory

Success Planning Activities

Success planning helps customers realize the full potential of products. These activities can increase understanding customer business objectives, introducing customers to product capabilities, and aligning services to help yield tangible business results.

Success Planning activities can include:

  • Goal setting
  • Account planning
  • Journey mapping
  • Business reviews

Activities to Drive Adoption

Adoption activities occur throughout the product ownership lifecycle. They are designed to advance Customer Success by encouraging the full and successful use of product features and capabilities by all targeted users.

Adoption activities can include:

  • Coaching
  • Training
  • Best practices
  • Templates

Health Monitoring Activities

By monitoring the customer ownership experience, your team gains insights about the extent to which customers are using products successfully. Early-warning signs of low adoption or low success rates trigger corrective actions.

Health monitoring activities can include:

  • Usage tracking
  • Sentiment analysis
  • Risk assessment
  • Intervention

Customer Retention Activities

Customer retention activities facilitate the contract-renewal actions that are necessary to assure sustained customer relationships and continuation of recurring revenues.

Customer retention activities can include:

  • Renewal notification
  • Budget planning
  • Follow-up
  • Win-loss analysis

Up-sell and Cross-Sell Activities

These expansion activities focus on the growth of customer relationship value by offering additional capabilities or capacity. This is where Customer Success activities pay off in additional, and ideally recurring, revenue.

 

Up-sell and cross-sell activities can include:

  • Account reviews
  • ROI analysis
  • Goal setting
  • Opportunity alignment

Make a plan to optimize Customer Success activities

ServiceXRG provides coaching and guidance to help companies optimize their Customer Success strategies, create action plans, and apply best practices.

Let’s make a plan to optimize your Customer Success Activities.

Contact ServiceXRG via the chat button at bottom right or e-mail now; or click on my calendar to set up an initial assessment of your Customer Success planning needs.

 

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

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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.

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