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

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

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