{"id":251636,"date":"2021-08-13T00:00:00","date_gmt":"2021-08-13T04:00:00","guid":{"rendered":"https:\/\/www.servicexrg.com\/blog\/seven-strategies-to-prevent-support-issues\/"},"modified":"2022-06-10T13:14:59","modified_gmt":"2022-06-10T17:14:59","slug":"seven-strategies-to-prevent-support-issues","status":"publish","type":"post","link":"https:\/\/www.servicexrg.com\/blog\/seven-strategies-to-prevent-support-issues\/","title":{"rendered":"Seven Strategies to Prevent Support Cases"},"content":{"rendered":"<div class=\"et_pb_row_inner et_pb_row_inner_0\">\n<div class=\"et_pb_column et_pb_column_4_4 et_pb_column_inner et_pb_column_inner_0 et-last-child\">\n<div class=\"et_pb_module et_pb_text et_pb_text_0 et_pb_text_align_left et_pb_bg_layout_light\">\n<div class=\"et_pb_text_inner\">\n<p class=\"p-lead\">Identifying and alleviating performance and usability issues can go a long way toward preventing Support cases. That reduces Support demand and enables your teams to focus on higher-value initiatives.<\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<div class=\"et_pb_row_inner et_pb_row_inner_1\">\n<div class=\"et_pb_column et_pb_column_4_4 et_pb_column_inner et_pb_column_inner_1 et-last-child\">\n<div class=\"et_pb_module et_pb_text et_pb_text_1 et_pb_text_align_left et_pb_bg_layout_light\">\n<div class=\"et_pb_text_inner\">\n<p>Support must take the lead in identifying product-related root causes of support demand and aggressively advocate for mitigation of these circumstances. Support must also work with Engineering groups to improve product supportability, advocate for fixes to performance issues, and work to identify and address issues related to product usability.<\/p>\n<h2>To help lessen Support demand, leverage these 7 strategies for issue prevention:<\/h2>\n<ol>\n<li style=\"list-style-type: none;\">\n<ol>\n<li>Establish a well-defined escalation path from Support to Product Engineering.<\/li>\n<li>Integrate Support case-tracking and Product Engineering bug-tracking systems for seamless integration and ongoing progress tracking of reported issues.<\/li>\n<li>Establish service level agreements to define the type and frequency of action for Support and Product Engineering cooperation.<\/li>\n<li>Provide performance and security updates and patches on a regular schedule to address top issues.<\/li>\n<li>Automate update and patch management \u2013 make it frictionless for customers to access and apply updates.<\/li>\n<li>Use remote system monitoring and alerting to provide early warning of potential issues before they become critical.<\/li>\n<li>Improve the supportability of systems and products with the goal of increasing the rate that products can self-heal.<\/li>\n<\/ol>\n<\/li>\n<\/ol>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>Identifying and alleviating performance and usability issues can go a long way toward preventing demand for Support. Leverage these 7 strategies for issue prevention to help lessen Support demand:<\/p>\n","protected":false},"author":4,"featured_media":251637,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":"","_wp_rev_ctl_limit":""},"categories":[35,46,50,9,14],"tags":[69,37,90,98,95,99,57,100],"acf":[],"_links":{"self":[{"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/posts\/251636"}],"collection":[{"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/users\/4"}],"replies":[{"embeddable":true,"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/comments?post=251636"}],"version-history":[{"count":6,"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/posts\/251636\/revisions"}],"predecessor-version":[{"id":252917,"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/posts\/251636\/revisions\/252917"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/media\/251637"}],"wp:attachment":[{"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/media?parent=251636"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/categories?post=251636"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/tags?post=251636"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}