{"id":251715,"date":"2021-02-15T00:00:00","date_gmt":"2021-02-15T05:00:00","guid":{"rendered":"https:\/\/www.servicexrg.com\/blog\/best-practices-and-metrics-for-assisted-support-delivery\/"},"modified":"2022-06-14T12:29:54","modified_gmt":"2022-06-14T16:29:54","slug":"best-practices-and-metrics-for-assisted-support-delivery","status":"publish","type":"post","link":"https:\/\/www.servicexrg.com\/blog\/best-practices-and-metrics-for-assisted-support-delivery\/","title":{"rendered":"Best Practices and Metrics for Assisted Support Delivery"},"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\">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.<\/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<h1>Assisted Support<\/h1>\n<p>The time, effort, and costs required to provide assisted support make it imperative for companies to find ways to expedite issue resolution and bolster efforts to prevent issues.<\/p>\n<p>Companies offer a variety of channels for customers to request assisted support. These include interactive channels like chat and phone, and passive methods such as e-mail, Support communities, and web case submission. Customers have embraced electronic channels and are relying less on assistance by phone.<\/p>\n<h2>Key Trends<\/h2>\n<ul>\n<li>83.1% of companies offer both phone and electronic channels for support. Only 14.9% offer electronic-only support contact methods.<\/li>\n<li>Support case submission by web-based form is the top channel used, followed by phone and e-mail.<\/li>\n<li>Phone support use has declined by 8% as electronic channel use grows.<\/li>\n<li>The use of chat has grown by 26% while use of e-mail has risen by 24%.<\/li>\n<li>The reasons customers request support assistance are equally distributed across three primary categories of \u201cHow To,\u201d \u201cBugs or Performance Issues,\u201d and \u201cInstallation, Configuration, Setup.\u201d<\/li>\n<li>Most support interactions are reactive, although proactive engagement is on the rise.<\/li>\n<\/ul>\n<h2>Best Practices<\/h2>\n<p>From case open to closure, case management and resolution processes must be efficient and effective.<\/p>\n<ul>\n<li>Apply structured data collection to assure that submitted cases are complete.<\/li>\n<li>Encourage adoption of web-based case submission.<\/li>\n<li>Apply intelligent automation to triage and routing of new cases.<\/li>\n<li>Deflect as cases are created.<\/li>\n<li>Collaborate.<\/li>\n<li>Leverage case closure automation.<\/li>\n<li>Completely document closed cases.<\/li>\n<li>Trigger knowledge process upon case closure.<\/li>\n<\/ul>\n<h2>Key Metrics<\/h2>\n<p>It is important to track how your customers engage your Support organization as well as the types of issues they need help with. Consider using the following metrics and measures:<\/p>\n<ul>\n<li>Cases by Channel<\/li>\n<li>Assisted Issue by Types<\/li>\n<li>Support Access Point<\/li>\n<\/ul>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>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 &hellip;<\/p>\n","protected":false},"author":4,"featured_media":251766,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":"","_wp_rev_ctl_limit":""},"categories":[27,46,9],"tags":[92,47,37,33],"acf":[],"_links":{"self":[{"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/posts\/251715"}],"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=251715"}],"version-history":[{"count":5,"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/posts\/251715\/revisions"}],"predecessor-version":[{"id":252952,"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/posts\/251715\/revisions\/252952"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/media\/251766"}],"wp:attachment":[{"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/media?parent=251715"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/categories?post=251715"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/tags?post=251715"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}