Automating Service Delivery

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

This Report Includes:

Pages:

26 Pages

Topics Covered:

Executive Summary

    • Service Automation
    • It Takes More than Technology
    • Access to Knowledge

The Cost of Service

    • Service Delivery Cost Efficiency Goals
    • The Impact of Escalations
    • Balancing Costs Efficiencies with Effectiveness
    • Accelerating Service Cost Efficiencies

The Service Delivery Lifecycle

    • Service Delivery Processes
    • A Critical Process within the Service Delivery Lifecycle

Automating Service Delivery

    • Establishing the Customer Interaction Process
    • Engaging the Customer
    • Opportunities to Automate Customer Engagement
    • A Customer Engagement Scenario
    • Unlocking Customer Intent
    • A Transaction Analysis Scenario
    • Formulating the Response

The Critical Role of Knowledge

    • Beyond the Technote
    • Training Machines to “Think”
    • Recommendations, Cues, and Transfers

Next Steps for Automating the Service Experience

    1. Processes
    2. Establish the Appropriate Level of Automation
    3. Evaluate Available Technologies
    4. Focus on Content
    5. Define and Measure Success
    6. Treat Automation as a Journey
    7. Don’t Over Automate

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