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

TSW Day 1 Recap: The Art and Science of the Customer Journey

Posted by John Ragsdale on 10/23/17 5:30 PM

Great to be back at the beautiful ARIA in Los Vegas for Technology Services World, which is my 24th TSIA conference! Today was the opening day, and I was up early for our Partner Advisory Board meeting, which included a facilitated session by our new Consulting Alliance Partner, Method Garage, on the business of customer journey mapping. I’m very excited about this conference theme, The Art and Science of the Customer Journey, which is so relevant to our industry and really resonating with our members, across disciplines.

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Topics: knowledge management, knowledgebase, learning management system, online support, knowledge sharing, self-service support, Technology Services World Conference, intelligent customer support

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

TSIA’s 5th Annual Knowledge Management Survey is Now Open!

Posted by John Ragsdale on 8/3/17 5:00 AM

In my role as TSIA’s technology research analyst, I cover 42 different technologies across our 8 areas of research. But when you look at the inquiries I receive from members, over half are related to knowledge management, self-service, and improving collaboration with both employees and customers. Spending on knowledge management is very high as well, with 68% of support services members planning additional investments in the next 1-2 years. To better understand emerging trends and pacesetter practices, each year I conduct a knowledge management survey.

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Topics: knowledge management, TSIA Survey, self-service support, TSIA Research, Open TSIA Surveys

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

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