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

Learn How to Measure and Improve Self-Service Success and Deflection

Posted by Technology Services Industry Association on 10/4/16 5:00 AM

Join us Friday, October 7, for a free support services virtual summit on self-service service success and deflection, hosted by TSIA and our partners, Coveo and DB Kay & Associates, Inc. During this 4-hour event, guest speakers from Extreme Networks, Hewlett-Packard, Informatica, and more, will discuss how their companies are currently measuring success and deflection in their self-service offering, as well as share self-service best practices and learnings you can apply to your own organization.

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Topics: metrics, support services, summit, self-service support

4 Essentials of a Winning Customer Self-Service Strategy

Posted by Jennifer MacIntosh on 8/23/16 6:30 AM

Great self-service is something most companies aspire to provide, in pursuit of an exceptional customer experience. When done well, it increases customer satisfaction and loyalty. It’s also cheaper and relieves the contact center from the burden of answering repetitive calls.

97% of the support leaders TSIA surveyed plan to invest in self-service tools in the next two years. To select the right tools, you first need to have a clear vision of what great self-service means to you and your customer.

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Topics: knowledge management, support services, customer support, online communities, online support, self-service support, customer portal, TSIA Partners

You’re Invited to Take Part in TSIA Knowledge Management Research!

Posted by John Ragsdale on 8/2/16 6:30 AM

TSIA surveys allow us to get a detailed look at what's really happening in the industry so we can provide technology and services organizations with fact-based recommendations for improving their operation and achieving their goals. To help us gather the latest best practices and trends relating to knowledge management, content management, and enterprise collaboration technology, I'd like to invite you to participate in the TSIA 2016 Knowledge Management Survey and play an important role in our research initiatives in this area.

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Topics: knowledge management, TSIA Survey, collaboration, self-service support, TSIA Research, content management

The Art of Support: A Conversation With Francoise Tourniaire

Posted by John Ragsdale on 4/5/16 7:30 AM

In 1996, Francoise Tourniaire published the first edition of The Art of Support. Boy, the world has changed a lot since 1996, and the world of support has radically changed in the last 20 years. I’m happy to report that Francoise is back with a brand new edition of the book, The Art of Support: A Blueprint for Customer Success and Support Organizations, rewritten to reflect the realities of supporting customers today, including impacts such as social, mobile, customer success, new quality measures such as Customer Effort Scores, and a whole lot more. The book is available on Amazon in Kindle format, and available in hard copy from the FTWorks.com website. It will be available in hard copy from additional booksellers soon!

Francoise agreed to have a chat with me about the new book, and I wanted to share our conversation with readers of the TSIA blog. Here’s what we discussed. 

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Topics: support, knowledge management, customer support, online support, self-service support

Creating the Ultimate Customer Portal: Content

Posted by John Ragsdale on 2/18/16 9:30 AM

So far in this 3-part series on creating the ultimate customer portal, we've talked about the user interface design and location of the customer portal, as well as the various content repositories and resources that should be made available. In this final post, I want to share best practices for providing the tools customers need to find the answer to a question, or locate that one piece of information they need within the ocean of content you offer. 

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Topics: customer support, technology support services, self-service support, Creating the Ultimate Customer Portal

Creating the Ultimate Customer Portal: Function

Posted by John Ragsdale on 2/4/16 6:30 AM

In this three-part blog series, I’m answering some of the most common questions I receive about how organizations can go about creating the ultimate customer portal. In my previous post, I outlined the reasons why companies need a customer portal and discussed the first of three critical elements to consider when creating the ultimate customer portal: design. This post will focus on another key element, function, as well as introduce the types of features you’ll want to consider including when building your own.

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Topics: self-service support, customer portal, Creating the Ultimate Customer Portal

Creating the Ultimate Customer Portal: Design

Posted by John Ragsdale on 12/1/15 7:30 AM


I receive more questions about customer portals, i.e., the web self-service site, than just about anything else. It is a topic that continues to be top of mind with members, and at our recent TSW conference in Las Vegas, I had quite a few discussions with attendees about their customer portal journey, including some amazing results, and unfortunately, some political, technical and financial challenges. To gather some of these thoughts together and answer some common questions surrounding how your organization can go about creating the ultimate customer portal, I’ll be discussing some key tips and tricks in this three-part blog series.

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Topics: customer support, online support, self-service support, customer portal, Creating the Ultimate Customer Portal

What I Heard: Hot Discussion Topics at TSW

Posted by John Ragsdale on 11/5/15 6:30 AM

Our largest Technology Services World conference is now complete, with 1,500 attendees and 100+ breakout sessions over three days at the ARIA Resort & Casino in Las Vegas. I presented two breakout sessions, and spent the majority of the remaining time in 30-minute one-on-one meetings, completing about 15 meetings with members and partners. In addition to those meetings, I had a few dozen conversations after sessions or in the EXPO. Thinking back over all of those interactions, I’ve pulled together a list of the hottest topics on the minds of the TSIA community.

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Topics: knowledge management, gamification, internet of things (IoT), self-service support, smart services

Support Services: Developing Effective Self-Service Offerings and Strategies

Posted by Donna Walker on 3/21/14 2:10 PM

Technology has improved the types of self-service offersings that support service teams can offer to their customers, but too often, the types of self-service programs are not used correctly, or customers struggle to get their questions answered through self-service platforms. At this point, they either get frustrated and call their rep, or give up entirely. 

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Topics: support, support services, self-service support

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