{"id":253868,"date":"2023-08-12T15:58:41","date_gmt":"2023-08-12T19:58:41","guid":{"rendered":"https:\/\/www.servicexrg.com\/?p=253868"},"modified":"2023-10-24T18:10:12","modified_gmt":"2023-10-24T22:10:12","slug":"the-support-contribution-index","status":"publish","type":"post","link":"https:\/\/www.servicexrg.com\/blog\/the-support-contribution-index\/","title":{"rendered":"The Support Contribution Index"},"content":{"rendered":"<p class=\"p-lead\">Support Leaders need a reliable way to connect the effort of Support teams to the value they deliver to the business.<\/p>\n<p>Introducing the Support Contribution Index, a\u00a0method to quantify the value of Support by connecting the level of Support effort to tangible business outcomes.<\/p>\n<p>The objective of this Index is to quantify the impact of Support\u2019s efforts to help customers and move beyond measures focused on the volume and speed of cases closed.<\/p>\n<p>The Support Contribution Index provides a basis to quantify how Support contributes to tangible business focused outcomes including:<\/p>\n<ul>\n<li>Retaining customer relationships (and revenue).<\/li>\n<li>Keep customers happy (and referenceable).<\/li>\n<li>Identify opportunities to expand and grow relationships.<\/li>\n<\/ul>\n<p>Although Support may not specifically \u201cown\u201d these outcomes, it certainly can contribute significantly to help companies achieve these goals.<\/p>\n<blockquote><p>We have created an institutionalized belief that volume of transactions, speed of closure, and satisfaction are the extent of Support\u2019s contributions to the business.<\/p>\n<p>This is not enough.<\/p><\/blockquote>\n<p>To measure Support\u2019s Contribution, consider the extent to which Support delivers the following benefits:<\/p>\n<h5>OBSTACLES REMOVED<\/h5>\n<p>Cases resolved resulting in customers\u2019 unimpeded path to full adoption.<\/p>\n<h5>RISK MITIGATED<\/h5>\n<p>Support actions taken to put customers at a lower risk of operational disruption caused by security, performance, or reliability issues.<\/p>\n<h5>RELATIONSHIP HEALTH IMPROVED<\/h5>\n<p>Support actions taken to improve the overall health of the relationship.<\/p>\n<h5>ADOPTION ACCELERATED<\/h5>\n<p>Support actions taken to accelerate product use (license consumption and feature consumption).<\/p>\n<h5>INSIGHTS APPLIED<\/h5>\n<p>Actionable feedback from support interactions applied to nurture relationships, make better products, and drive expansion.<\/p>\n<p>You can include or exclude other benefits that align to the unique nature of your business.<\/p>\n<h2>How to Feed the Support Contribution Index<\/h2>\n<ul>\n<li><strong>Train your support team to capture the nature and result of a closed case.<\/strong> Have them indicate what benefit they delivered to the customer.<\/li>\n<li><strong>Leverage voice of the customer initiatives.<\/strong> Go beyond asking about satisfaction and level of effort and ask them how you helped them.<\/li>\n<li><strong>Extract value delivered from unstructured customer interactions.<\/strong> Leverage text extraction and data analytics tools. AI tools excel at this, put them to work to find the value in your unstructured digital support interactions.<\/li>\n<\/ul>\n<h2>The Bottom Line<\/h2>\n<ul>\n<li>Quantify tangible Support value delivered.<\/li>\n<li>Connect Support efforts to what the business values.<\/li>\n<li>Communicate Support\u2019s contributions to others across the business.<\/li>\n<li><strong>Do it efficiently.<\/strong><\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<p>For assistance implementing your own Support Contribution Index please contact us.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Learn how to connect the effort of Support teams to the value they deliver to the business.<\/p>\n","protected":false},"author":4,"featured_media":253766,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":"","_wp_rev_ctl_limit":""},"categories":[27,46],"tags":[313,312,33,311],"acf":[],"_links":{"self":[{"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/posts\/253868"}],"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=253868"}],"version-history":[{"count":15,"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/posts\/253868\/revisions"}],"predecessor-version":[{"id":254031,"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/posts\/253868\/revisions\/254031"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/media\/253766"}],"wp:attachment":[{"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/media?parent=253868"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/categories?post=253868"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/tags?post=253868"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}