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

  • Technical Support Excellence

    This Perspective introduces the definition of Technical Support Excellence and outlines the steps to attain it.

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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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  • 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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  • Automating Service Delivery

    Automation of Technical Support or Customer Success functions can yield great returns, yet these service activities can be difficult to replicate with systems.

    To effectively automate service activities, it is critical that the underlying processes be fully understood and analyzed to determine their appropriateness for automation. Effective service automation requires a combination of enabling technologies, robust content, and a willingness by customers to use these systems.

    This report examines the intricacies and challenges associated with automating the support process and examines opportunities for significant cost efficiencies.

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  • Contingency Support Services

    This report examines the approach by 9 technology vendors to offer Contingency Support services.  This report is available to ServiceXRG Enterprise Success members only.  Last Updated July 2018.

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  • Support SLAs

    This report provides examples necessary for establishing effective service level agreement practices.

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  • Measuring the Return on Knowledge Management

    As knowledge management initiatives take hold and mature, it is essential to conduct a formal cost – benefit analysis to determine the proper level of investment for knowledge management and define the expected return on this investment. Continued success will come from efforts to enhance content creation processes, employ enhanced technologies and deliver tangible business value by leveraging knowledge assets. This research report introduces an approach to measure the return from knowledge management initiatives.

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  • Maximizing Customer Satisfaction with Support Case Resolution

    Customers do not typically like to call for technical assistance, but when they do they are most often satisfied with the results of the service they receive. Overall 70.5% of cases are resolved to the satisfaction of customers regardless of time to close.  To maximize customer satisfaction with case resolution you must provide a satisfactory answer that solves the customer issues and do so within a reasonable amount of time.  Learn what it takes to drive customer satisfaction and increase NPS.

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