The Digital Transformation of Support
The digital transformation of support is defined by an increased use of digital technologies to improve and extend core support processes and enable new service capabilities. Digital transformation includes human-assisted, self-assisted and fully automated support transactions.
Support Digital Transformation
The digital transformation of support is enabled by customers desire to help themselves and their broad access to digital devices and platforms from which support may be requested and delivered.
The use of digital technologies in support is not new, but the rate of adoption by service providers and acceptance by customers has accelerated digitization. Today most support transactions are digitally enabled, many do not involve direct support assistance or human interaction.
Support Digital Transformation
Some unique characteristics of Support Digital Transformation are noted below.
Support Delivery and Interaction
Support Digital Transformation enhances companies’ ability to engaged and interact with customers through assisted, automated and self-help service delivery channels.
Self-help tools and content allow customers to access information and resources they need to resolve their own issues. Access to self-help is primarily facilitated through web support sites accessed from desktop computers and mobile devices.
Intelligent automation increasingly supplements delivery of some services freeing humans to focus on tasks not suitable to automation (yet). Automated support includes unassisted transactions such as chat-bots, renewal notification, monitoring and alerting.
Digital support platforms enable humans to perform service and support transactions efficiently. Ticket tracking and management, access to customer data and the ability to collaborate with customers through remote tools enhance assisted support transactions.
Support Digital Transformation leverages digital technologies to achieve predictable outcomes and enhanced efficiencies by leveraging customer data and organizational knowledge.
Vital support processes such as case submission, entitlement validation, escalation, and the interaction between support experts and customers are digitally enabled through, CRM, case tracking, escalation and bug tracking and customer success management platforms. Support today cannot operate efficiently without extensive use of technology to enable core support processes.
Digitally enabled support processes assure that what is known about a customer and the products they use can help streamline, personalize and automate customer interactions. Collection, storage and access to customer data including user preferences, usage behaviors, skill level, and previous interactions establishes a foundation to enhanced future interactions.
Customer data can be supplemented with product data including, configuration, health, and performance. Data access can help anticipate and respond to customer needs and monitor relationship health.
Customers have more options for access to support knowledge. Well documented domain knowledge enables searchable knowledge access, just-in-time training, on-demand coaching and guided assistance (human and automated) delivering the answers customers need quickly.
Support Digital Transformation offers the following additional benefits.
Digital technologies make access to support easier. Customer can seek support assistance from mobile devices, the web, and directly though product interfaces.
New Service Value
Digital technologies extend support beyond its traditional boundaries. Self-help, peer-to-peer communities, just-in-time learning, and ever-increasingly sophisticated automation assume a greater burden for overall support delivery.
Digital capabilities introduce the means to deliver services before they are requested by customers. Monitoring and analysis of data helps to anticipate customer needs and provide solutions before they are requested by customers.
The digital transformation of support is defined by an increased use of digital technologies to improve and extend core support processes and enable new service capabilities. Self-help tools and content provided through the web are fundamental to support’s successful digital transformation. This Playbook outlines the five elements of well-designed support web sites.
Log-in to get your copy.
Login to Access the Full Report
If you don’t have an account, create a free* membership.
*Membership level determines your access to ServiceXRG research and other member services. Paid memberships include access to research and playbooks. Free memberships include access to some reports and discounts to others. Please visit our membership page for a list of available membership programs.
Scaling Support Delivery requires the digital transformation of support and an increased use of digital technologies to improve and extend core support processes and enable new service capabilities. Digital transformation includes human-assisted, self-assisted and fully automated support transactions. This article defines and introduces key characteristics of the digital transformation to scale support delivery.
If your support demand is on the rise and exceeds your current ability to handle it through assisted channels, let automation and self-help share the load. Whether you have well-established self-help capabilities and just need a tune up, or if you are about to launch a new initiative to introduce automation capabilities this article provides resources and insights to help.
The ability to provide automated interaction with customers by chat has been available for years. The power and potential of today’s chatbots offers a wide array of customer service and technical support opportunities. For many companies the question is not if they should deploy chatbot automation for technical support, but rather, how to make chatbots successful. Do you use chatbots for technical support and are the successful?
Companies that apply self-service and support automation can yield significant benefits, but not without risks. This article examines the risk and rewards associated with Self-service and support automation initiatives.
Many customer touchpoints with your company are conducted digitally through web self-service and automated tools. It is imperative to consider how customer experiences are impacted by services delivered through digital channels. This article introduces how to define and measure Digital Customer Experiences (dCX).
The primary objective of a support web site is to help customers find the information and resources they need quickly and intuitively. Well-designed support web sites encourage customers to invest their time to explore and discover the information they need. This article introduces the elements and practices for effective web support site design.