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.

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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

Customers think that your products are buggy – Now what?

Customers think that your products are buggy – Now what?

The value of tracking support metrics is well known. For some, sophisticated systems provide insightful and useful analysis of the customer service experience. Even the most rudimentary support tracking systems organize support requests into categories such as installation, documentation, how-to, enhancement, etc. One commonly used category is “defect” to identify situations where products do not perform as designed.

Customer Perception is Reality

Vendors classify approximately 5% of support requests as defects. This is in sharp contrast with customers that indicate that nearly a third of support requests are due to product defects.  The true number of support issues caused by defects may be 5% or less but customer perception is a reality you need to understand and manage.  

Reasons for the Disconnect

There are multiple reasons why users perceive such high defect rates. Here are a few worth considering:

Definitions

What is a defect? To a vendor, a defect is when a product performs in a manner that it is different from its specifications.  If a customer expects a product should do something but it does not, then to the customer that is a defect. These are fundamental differences that can result in serious customer satisfaction issues.

Expectations

Why would customer expectations differ from product specifications? Collateral and product descriptions may be accurate but incomplete. Verbal promises made in the heat of the sale may be misleading. Documentation and training could be incorrect or incomplete.

Reasonableness

Customers have an expectation that products will act in a reasonable manner even in scenarios that were never discussed or previously contemplated. In other words, customers expect a rational extension of features and functionality beyond those explicitly described. This may not seem reasonable to a vendor but to a customer it is consistent with general real-world application of technology.

Close the Perceptions Gap

The best method to manage this perceptions gap is to prevent it in the first place. Clear comprehensive product descriptions, sales presentations and collateral are all needed to properly set expectations about what a product can and cannot do. Review documentation and training material to ensure that they are all clear and consistent in their use of terms. Vague and incomplete information presented during the sales process will set the stage for a continued defect perception gap.   

Support Staff Training

Provide Support staff with the skills necessary to manage customer expectations about support case classification. Define clear policies and procedures for handling situations where customers claim that issues are due to defects. Problems that are perceived by customers to be defects but are not must be handled in a way to minimize or eliminate negative impressions. If a customer perceives that a product is defect ridden it can and will have a negative impact on their future buying or renewal intentions.

Clear Definitions

Periodically ask your customers at the start and end of a support request what their classification of a support request is. Be sure to correct any misperceptions and carefully explain your definitions and classifications. You can turn a customer’s negative impression into a positive experience by demonstrating your commitment to support them and your desire for a long-term relationship.

Set Realistic Expectations at time of Sale

Review all pre-sales and customer related information. Assure that the value proposition and functionality presented is realistic. Make sure that training, documentation and online resources are accurate, complete and unambiguous. Provide necessary review and oversight to assure that opportunities are properly qualified and are a reasonable match with the proposed solution.  Instill in your culture the skill and commitment to properly set and manage customer expectations throughout the customer relationship.

Conclusion

When it comes to product quality, customer perceptions are reality. You must make sure you are asking the right customer satisfaction questions to truly gauge your performance. Be aware of any differences between your findings and customer perceptions. Just relying on your own classifications and typical survey results can yield a large gap between what you and your customers perceive to be the root cause of support issues.

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

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