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?

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

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

Nine Best Practices to Help Customers Help Themselves

Nine Best Practices to Help Customers Help Themselves

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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

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

Ten Strategies to Build Customer Proficiency

Ten Strategies to Build Customer Proficiency

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Ten Strategies to Build Customer Proficiency

The more you can build customer proficiency with your products, the more good things will happen. You’ll increase product adoption, a positive indicator for future purchases. And you’ll reduce the need for customers to contact your Support teams, giving you more runway to scale your Support operations.

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 use products fully and successfully.

Leverage these 10 strategies to build customer proficiency, speed product adoption and reduce the need for support assistance:

  1. Define formal onboarding procedures that can assess customer proficiency and recommend appropriate skills development and training.
  2. Establish a skills inventory and recommended training plan as part of onboarding and adoption planning.
  3. Provide access to on-demand self-paced training and skills development.
  4. Provide access to on-demand live coaching to help customers gain experience and build skills in the context of using a product.
  5. Provide access to instructor led in-person and virtual training programs.
  6. Define learning paths to recommend skills development activities and align with available training resources.
  7. Encourage proficiency development by offering customers incentives to develop product-related skills.
  8. Provide skills inventory and assessment tools and services to assess customer proficiency on an ongoing basis.
  9. Define standards of proficiency and offer assessments and skills certification programs.
  10. Make learning fun for customers and reward proficiency development.

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

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

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