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

4 Remote Customer Support Predictions for 2018

Posted by Peter Zeinoun on 12/19/17 5:00 AM

It’s hard to believe 2017 is already coming to a close. As I’m looking back on the past year, and looking forward to the year ahead, it’s got me thinking about where support has been and more importantly, where it’s going. If Vegas were to put out lines for the world of customer support, here’s where I’d place my bets for 2018, which follow the themes of creating a frictionless customer experience, increasing mobility, leveraging the latest technology, and providing self-service support options.

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Topics: mobility, support services, customer support, self-service support, intelligent customer support, artificial intelligence (AI)

3 Ways "Shifting Left" Speeds Up Support

Posted by Christopher Savio on 11/16/17 5:00 AM

The concept of “shifting left" is an interesting one. In the software world, it means bringing testing and user feedback into the development cycle as early as possible so that developers can produce, and bring to market, a product that is better designed and more aligned with their customers' needs.

In the support world, "shifting left" means something a bit different. It refers to pushing work down and to the left, and ultimately out to self-service when appropriate. In doing so, they can provide end-users with solutions quicker and close tickets faster.

By moving solutions closer to the point of first contact—and closer to the customer's first issue—support can reduce complexity, resolve cases faster, and create more delighted customers. 

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Topics: customer support, self-service support, TSIA Partners

2 Ways to Supercharge Your Support with Video

Posted by Jesse Ariss on 9/26/17 5:00 AM

According to your customers, support just got personal. In Salesforce’s 2017 State of Service Report, 69% of consumers and 82% of business buyers now expect support to be personalized to them. That doesn’t sound unreasonable until it’s stacked upon their additional desires to receive faster resolutions, be routed to the right agents, and be recognized across a multiplicity of channels.

Where can support executives turn for help shouldering the growing weight of modern customer expectations? To the power of video.

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Topics: customer support, video, self-service support, TSIA Partners, digital support

How Embedded Product Support Can Boost Customer Adoption

Posted by John Ragsdale on 9/19/17 5:00 AM

For our fall Technology Services World conference, we used the crowdsourcing approach to select a theme. We gathered input from members and asked our various advisory boards for feedback on the suggestions, arriving at what I think is truly a “big tent” topic: The Art and Science of the Customer Journey. Regardless of where you fit in the customer lifecycle—sales, implementation, post-sales support, field service, customer success, expand selling, etc.—improving and accelerating the customer journey is a critical component of your job. 

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Topics: customer support, self-service support, digital support, self-service, Art and Science of the Customer Journey

3 Steps to Smarter Customer Support

Posted by Dave Campbell on 9/5/17 5:00 AM

It’s no secret that great customer service is growing harder and harder to deliver. Customer expectations are rising and there is a lot of pressure for support organizations to deliver more with less. Surveyed IT support organizations report that ticket volumes are up 57% over the past year, and yet headcount has remained flat. In addition to having more tickets, the issues they are working on are becoming increasingly more complex as customers demand support across more devices.

The “do more with less” challenge can feel like an uphill battle for most support organizations, but there are ways to maximize efficiency. It’s all about working smarter and not harder. In this post, I’ll be sharing some steps you can take to get started in building a smarter customer support organization. 

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Topics: knowledge management, support services, customer support, TSIA Partners, knowledge base

3 Mistakes to Avoid When Outsourcing Your Support Staff

Posted by David S. Carlson on 6/20/17 5:00 AM

Although the number of organizations who outsource their support has seen a slight decline, it’s still a cost-effective and valuable way to scale and supplement your support department. Based on the results of TSIA’s Support Services Benchmark survey, we’ve uncovered several benefits to outsourcing that can have a significant positive impact on the quality of support organizations can provide. However, outsourcing can also present some common issues that you should be wary of. In this post, I’m going to share some of the top outsourcing mistakes you should look out for and avoid making. 

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Topics: support services, customer support, outsourcing

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

4 Self-Service Trends and Pacesetter Practices to Watch in 2017

Posted by John Ragsdale on 1/11/17 5:00 AM

With the unprecedented planned spending for customer self-service portals, companies are looking for help on where to start. Over the last year, TSIA's VP of Support Services Research, Judith Platz, and I have had the opportunity to work with multiple TSIA members on evaluating their current self-service programs, tools and metrics, and making recommendations on investment priorities to accelerate self-service success. I'm hoping these engagements have been as informative for the members as they have been for us.

As we head into 2017, I wanted to recap some trends and member pacesetter practices we are tracking related to self-service.

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Topics: support services, social support, customer support, online communities, online support, customer engagement, self-service support, knowledge base

Are You Providing Regular Soft Skills Training?

Posted by Kari Dodge on 1/5/17 5:00 AM

Even if they have years of experience, your support staff needs to be trained on their soft skills on a regular basis. The expectations of today's customers are constantly changing, and what made them happy last year won't necessarily cut it this year. It's up to your staff to stay current and be ready to deliver the highest level of customer satisfaction in this highly competitive climate. In this post, I'll share how you can make sure your support services team can stay on top of the latest support techniques to continue delighting your customers.

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Topics: support services, customer satisfaction, training, customer support, TSIA Strategic Services, soft skills, support staff excellence


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