The NextGen Support Metrics for 2025 and Beyond best practices report introduces a new approach to measuring Support to offer deeper, more actionable insights to improve support efficiency and effectiveness and reveal the business impact of Support efforts.
The report introduces seven focus areas for NextGen Support Metrics to provide a holistic view of support performance and impact:
• Customer Engagement
• Support Reach
• Answers Delivered
• Answers Accepted
• Support Effectiveness
• Support Costs
• Support Delivery Efficiency
These metrics connect support efforts to tangible customer benefits and business outcomes, offering actionable insights to optimize Support operations. The report also emphasizes the importance of understanding support costs and improving delivery efficiency to maximize the value of support services.
ServiceXRG offers tools and guidance to help organizations develop and implement these NextGen Support Metrics.
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