Best Practices

Learn how market leaders run critical service practices.

Benchmarks

Data to help you understand how your performance compares to the industry and peers.

User Wants and Needs

Unique research from the customer perspective.

Playbooks

Step by step guides for implementing essential service practices

Metrics

Insights into essential service metrics and Key Performance Indicators

New Research

  • AI – A Catalyst for Support Transformation

    Learn how artificial intelligence will help to transform Technical Support.

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  • Customer Perceptions and Expectations of Self-Help and Social Support

    More than two-thirds of customers indicate that they attempt to help themselves when they need technical assistance. A general web search (e.g. Google or Bing) is the most likely first action customers take when attempting to resolve technical support issues on their own. In general customers find good information and are reasonably satisfied with their results.  This ServiceXRG study examined the expectations and perceptions of 588 individuals that uses self-help resources to resolve technical support issues.

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  • Sale!

    Journey from Support to Customer Success

    The journey from Technical Support to Customer Success requires more than a name change or the addition of a team of Customer Success Managers. To fully embrace Customer Success, Support must rethink its role and adopt new ways to engage, retain and grow customer relationships. This Playbook provides a guided journey across four key milestones to help you define essential Customer Success capabilities.

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  • Recognizing Innovation: IBM Cognitive Support

    Through the Service Innovation Series, ServiceXRG highlights examples of innovative approaches to achieve service excellence. In this Service Innovation profile, we feature IBM’s use of its own Watson technologies as a platform to deliver a new approach to service delivery – Cognitive Support.

    This Service Innovation profile is free. Just login for access.

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