Best Practices and Metrics for Assisted Support Delivery

Best Practices and Metrics for Assisted Support Delivery

BLOG

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

Try Being your Own Customer

Try Being your Own Customer

Periodically we need to stop and place ourselves in our customers shoes and experience what we ask them to experience.

Over the past year I have been working on a project that has required me to contact Support for over a dozen companies – platform service providers, software vendors and hardware companies, etc. 

In general, my support experiences have been very positive.

My preference is to contact companies electronically, but every so often I pick up the phone and call (yes, you can still get support by phone). 

A recent support interaction by phone prompted me to write an article titled HAVE YOUR TRIED TO CALL YOUR COMPANY FOR SUPPORT? 

In fairness to the company (whose name I will not mention) the support they provided once I connected was very good, but

the hurdles I had to go through to get to a live person were unpleasant.

Whether you are the CEO, Chief Customer Officer, Senior Service or Sales Executive, a Support Manager or the person on the other end of the Support line – try being your customer. 

Do it more than once.

See if the experience your company provides is the one that you would like to receive. 

Make the time – it is worth it.

Related Articles

How To Successfully Change Your Service Organization and Culture

Change is inevitable in Services but often difficult, especially when it challenges current operational and organizational norms. When you can recognize the conditions that require change and can address the potential inhibitors you can prepare for a smooth transition to a new operating and organizational model.

read more

Service Planning Drives Results

To be successful with Services, you must establish a Service plan. To be effective, the Service plan must clearly define the role of Services within your company, prioritize service initiatives necessary to attain prioritized results, and establish metrics to track service performance and outcomes.

read more

Have your tried to call your company for support?

Have your tried to call your company for support?

As you think of all the wonderful ways you can improve your customers’ experience start by calling for support from your own company.

It should be a simple process and one that many of your customers experience.  Hopefully you will find that connecting to your support team by phone is a simple and streamlined process that is enjoyable (or at least tolerable). 

You may be surprised how bad some experiences are – still to this day!  Hopefully you find that reaching your support team is not one of worst.

 Here are a few things to consider when calling in: 

  • Can you find the number?
  • Can you get through?
  • Are the prompts clear, do you known which option to choose?
  • Do you use an intelligent agent (bot) that tries to help – is it helpful?
  • Once you get through the prompts and bots, how long did you have to wait?
  • While on hold did you get updates about how long you may have to wait (customers like this).
  • Did you hear music? Good music?  Was it clear or garbled, too soft, or too loud?
  • Did you get connected or cut off?

So, how did you do? 

Any one of these elements is enough to negatively affect a customer’s experience.  Connecting with your support team by phone should be simple, quick, and tolerable.  Give your support team a call, a few minor adjustments can have a big impact.

Related Articles

How To Successfully Change Your Service Organization and Culture

Change is inevitable in Services but often difficult, especially when it challenges current operational and organizational norms. When you can recognize the conditions that require change and can address the potential inhibitors you can prepare for a smooth transition to a new operating and organizational model.

read more

Service Planning Drives Results

To be successful with Services, you must establish a Service plan. To be effective, the Service plan must clearly define the role of Services within your company, prioritize service initiatives necessary to attain prioritized results, and establish metrics to track service performance and outcomes.

read more

Pin It on Pinterest