Top Service Challenges for 2021
2020 was quite a year! Check out our top 2021 Support Challenges Survey – Take 2 minutes to share your thoughts and opinions.
We are done with 2020 – What are your top service challenges for 2021?
Take two minutes to share your thoughts about the top issue(s) you face in 2021.
Company executives understand that selling services alongside core product offerings leads to greater alignment and customer value, while subsequently decreasing the likelihood of customer churn and loss of recurring revenue. Well-defined services and the means to sell them are imperative. so why is selling services so difficult? This article introduces 10 ways to help Sales teams sell services.
Today’s customer service leaders are under enormous pressure to deliver high quality service to more customers across a growing number of channels with budgets that are not matching the pace of interaction growth. Facing these constraints, some may find themselves purposely hindering the customer experience (turning off channels, reducing hours of service, or increasing acceptable response time windows) instead of considering an entirely different approach to their costs. Read about why you should really be considering outsourcing right now.
Making it easy for customers to get help depends upon the channels available to access support resources and request assistance. Many companies offer assistance by phone but there is a clear shift towards electronic channels.
Our research has revealed that nearly a third (32%) of Support demand stems from questions related to either installation, configuration, or setup. This understanding gives companies an immense opportunity to reduce this demand—and we see two major keys to ongoing Support issue prevention.
The future success of Customer Support relies on the ability of Support to scale to meet growing demand and fulfill an expanded, success-focused mission. Learn about five proven initiatives for scaling Support delivery capabilities.
Incomplete case records diminish Support’s ability to identify root causes of support demand and plan mitigation efforts such as enhanced self-help, product improvements, and training. This article describes how poor support case closure practices lead to missed opportunities.