Why Customer Feedback Should Matter to Tech Executives

Posted by Leah Chaney on 3/8/18 5:00 AM

The cat is out of the bag: We now live in the age of the customer. While this reality has many implications in the world of the modern-day technology executive, what it really means is that listening to and taking action on customer feedback is essential for business growth. 

Depending on who you ask, today’s organizations look to customer experience above many (if not all) success metrics. In fact, in the new knowledge economy, customer experience trumps all. A study by Walker showcases this evolution. A majority of customers (86%) will pay more for a better service. 

So, how do you understand whether a customer experience is positive, negative or somewhere in between? According to Gartner, this all starts with collecting and acting on customer feedback.

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Topics: customer experience, customer satisfaction, TSIA Partners, net promoter score

Using Data Analytics to Improve Customer Support

Posted by Judith Platz on 3/2/18 5:00 AM

We’ve all heard about how important data and data analytics are for the technology industry as a whole, but what does this mean specifically for Support organizations? Support has always had access to detailed customer data, but the ability to correctly capture, read, and apply the insights learned from this data, both directly and from support automation tools, is what can transform a Support organization into a pacesetter in the marketplace. That’s why the roles of data analyst and data scientists are becoming increasingly sought after in today’s Support organizations. To learn more about how Support orgs are investing in analytics experts, TSIA conducted a Quick Poll on the use of analytics for support services, which had some interesting results.

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Topics: customer experience, support services, data analytics, customer support

5 Phases of Customer Experience Strategy Maturity

Posted by Judith Platz on 10/12/17 5:00 AM

Today’s customers have large expectations, which have actually changed significantly in the past few years. These new expectations are also forcing support organizations to rapidly adjust and transform how they deliver value to their customers.   

Support organizations need to move away from the largely reactive mode of operation and become much more proactive and predictive. More than that, support needs to become real-time. They must be available at any moment, with customers having access to experts any time they may need. Everything in a modern support organization needs be interconnected, “always-on” support. It’s no wonder that today, so many are wrestling with developing timelines and strategies for the journey to create the new digital support experience that is being demanded. 

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Topics: customer experience, support services, Art and Science of the Customer Journey, customer experience strategy

[Virtual Summit] Transforming the Customer Experience with Social Support

Posted by Nicole Dornsife on 6/27/17 5:00 AM

Join us Thursday, July 13, for a free virtual summit about using social support technology and strategies to improve your customer experience, hosted by TSIA and our partners, Lithium Technologies and Miller Heiman Group. During this 3-hour event, you’ll learn how to successfully leverage social technology to improve your support and the customer experience.

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Topics: customer experience, social media, customer experience management, social support, summit

Intelligent Customer Service: Connected, Contextual, Consistent

Posted by Kelly Koelliker on 2/9/17 5:00 AM

This article was originally published on the Verint blog on 2/1/2017

Today's customer is smart, engaged, connected and informed. To keep pace with this new breed of customer, organizations must also become smarter and more connected. Your employees are the gateway to your customers, and the best way to help ensure they stay satisfied and loyal is to empower your employees with the tools and tactics to provide superior service. Organizations seeking to provide intelligent customer service are able provide this level of service throughout the customer journey, even as it spans multiple channels.

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Topics: support, customer experience, social media, support services, social support, customer support, customer service

3 Reasons You Should Invest in Professional Services Automation

Posted by Michelle Manimtim on 11/9/16 5:00 AM

Per TSIA's professional services benchmark reports, professional services automation (PSA) adoption is on the rise, and organizations that implement it gain the following benefits when compared to their industry peers:

  • Higher billable utilization.
  • Better rate utilization.
  • Fewer days to staff projects.
  • Increased project margins.

However, despite the growing maturity and use of PSA solutions, I continue to see even mature professional services organizations still drowning in spreadsheets and highly inefficient manual reporting. To thrive and compete in the current business climate, companies need to transform and evolve to meet the needs of today's customers.

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Topics: customer experience, professional services, professional services organization (PSO), professional services automation (PSA), TSIA Partners

Putting the “Help” Back into Helpdesk

Posted by Danielle Miller on 10/27/16 5:00 AM

A few years back, while facilitating a workshop for a CNC machine builder, it became apparent why the “Helpdesk” was losing respect within their organization. Their team consisted of 12 experienced technicians, who referred to themselves simply as “The Desk". They had collectively removed the word “Help" from their name and were daily demonstrating negative behaviors, such as delayed assistance, growing impatience, and a general disregard for internal customers. The team’s actions were bringing down morale and beginning to impact business decisions. In fact, at the time of our event, their leadership team was weighing whether or not to outsource the department. So, how do you prevent this from happening with your own Helpdesk?

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Topics: customer experience, support services, customer support, customer service

TSW Day 2 Recap: Top Attended Sessions

Posted by John Ragsdale on 10/19/16 1:39 PM

Today is the final day of Technology Services World Las Vegas, and I'm back to take a look at the top attended sessions from yesterday. Our 1,600+ attendees had more than 75 breakout sessions to choose from yesterday, crossing all of our service disciplines, with a good mix of tactical and strategic topics. I always like to point out the top attended sessions, because people vote with their feet for the hottest trends and topics.

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Topics: customer success, customer experience, professional services, customer service, expand selling, professional services automation (PSA), Technology Services World Conference

Intelligently Optimizing Digital Support Channels

Posted by Nick Sellers on 10/11/16 5:00 AM

Many businesses aren't clear as to what good digital support entails, with only vague notions about lowering costs and improving customer experience. Their focus is instead on implementing a platform that gives them the best return on investment, which is measured in money (and time) saved.

These businesses often also make the mistake of introducing digital support platforms—such as self-service, real-time chat, online communities and social networks—as discrete standalone projects even when part of a larger campaign. They also tend to prioritize budget and execution methods rather than customer experience and outcomes. While the former strategy can save a little money now, the latter will be what defines a support platform's long-term success.

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Topics: customer experience, social media, support services, social support, multi-channel support, online support, optimization, digital support

5 Steps to Creating a Better Customer Experience

Posted by Dennis Gershowitz on 8/4/16 6:30 AM

There are many attributes to becoming a "best-in-class" organization that have always interested me, particularly the ability to focus on understanding what defines customer success. I am convinced that this can only come about when management understands exactly what their business is about and how they can properly deliver the outcomes their customers expect.
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Topics: customer success, customer experience, organizational culture, customer outcomes, TSIA Partners

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