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.

Read More

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

Why Knowledge Management Is Important

Posted by John Chmaj on 12/7/16 5:00 AM

I recently read a blog from TSIA's John Ragsdale on the state of knowledge management (KM) and what is shaping it today—how are organizations using it, what corporate cultures are they operating in, and who is still trying to fully understand the significant value knowledge management brings?

While there are many factors that can shape the view of knowledge management within an organization, those who have come to truly understand its value are reaping the rewards. 

Read More

Topics: support, knowledge management, customer support, knowledgebase, online support, knowledge sharing, customer effort

5 Metrics to Measure Maintenance and Support Revenue Health

Posted by Julia Stegman on 12/1/16 5:00 AM

Service revenues continue to play a greater role in driving both top-line and bottom-line revenue growth in technology companies. For those who deploy their technology on a customer site, maintenance and support revenues represent a significant percentage of their service revenues. As a result, these companies are receiving increasing pressure from their C-level executives to grow maintenance and support revenues year over year, which adds to the expectations for sales and marketing leaders to make that growth happen.

However, before you can start down the path to growth, you should first assess the health of your existing maintenance and support revenues so that you can make the right investments, solve problem areas, and address any blind spots in your current reporting. Here is a list of 5 critical key performance indicators (KPIs) sales and marketing can use to measure the health of maintenance and support revenues.

Read More

Topics: adoption services, support, renewal, customer adoption, expand selling, services revenue generation

5 KPIs That Can Help You Reduce On-Site Support Costs

Posted by Vele Galovski on 6/21/16 8:50 AM

If you have hardware at a customer location, you're always going to need an on-site service delivery channel. Aside from cutting down the number of on-site incidents, reducing the cost of these visits will continue to be an important organizational objective. In my TSIA Pulse webinar, "Best Practices for Reducing On-Site Incident Costs," I gave a walkthrough of the TSIA outcome chain I've built to address and solve this business challenge for our Field Services members. Within that outcome chain, I highlighted the 5 key performance indicators (KPIs) that drive these on-site incident costs and gave examples of how these areas can be improved in order to reduce costs.

Read More

Topics: support, key performance indicator (KPI), field service engineer, field services, TSIA outcome chains

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. 

Read More

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

TSIA’s 11th Annual Global Technology Survey Is Now Open!

Posted by John Ragsdale on 3/10/16 6:30 AM

In 2006, when I first joined TSIA (then SSPA), I thought it would be a good idea to conduct a survey in order to find out which kinds of technology companies were using and how satisfied they were. We had a great response to the survey, and the data was hugely helpful in answering member inquiry questions. I’ve run the survey each year since, with a few tweaks to categories as new technologies became popular and others merged. I’m very happy to announce that the 2016 survey is now open, so please take a few minutes to complete this short, 10-minute survey and tell us a little bit about the technology you and your company are using. 

Read More

Topics: support, knowledge management, customer relationship management (CRM), TSIA Survey, online communities, TSIA Research

Why You Need to Provide Social Support

Posted by John Ragsdale on 2/10/15 6:30 AM

Customer satisfaction goes beyond fielding customer phone calls and on-site visits. You must also be able to provide social support through a variety of online channels, including email, online discussion communities, and social media. When your customer has a problem with your technology, the majority will first try to solve their issue themselves via an online search (Tweet this!). For many organizations, providing social support can seem like a lot of work, but in the long run, it can lower your operational costs, increase customer satisfaction, and allow your support team to better assist your customers

Read More

Topics: support, online communities, online support

Reading the Tea Leaves: Use Customer Surveys to Effect Culture Change

Posted by Francoise Tourniaire on 12/14/14 1:21 PM

12 Days of Insights 2014: Day 5

To celebrate the holiday season, we’re giving the gift of knowledge! Join us as we share our favorite posts from top technology services thought leaders in our 12 Days of Insights blog series.

How would you like to increase your customer satisfaction ratings for six months straight while (not coincidentally!) reducing resolution time by 50 percent? One of my clients did, and you can too, by following these five relatively straightforward steps that link the operational processess of your support team and customer satisfaction. With a little effort and persistence, you'll be well on your way to changing your organizational culture for the better. 

Read More

Topics: support, metrics, customer satisfaction, organizational culture, customer support, 12 Days of Insights, optimization

Escalation vs. Collaboration Support Models: Which is Right For You?

Posted by Judith Platz on 10/13/14 6:30 AM

The technology industry is changing all around us, especially when it comes to customer expectations. Instead of purchasing new technology, customers are purchasing solutions with the added requirement that support organizations be responsible for facilitating their success. Companies that recognize these changes and embrace them in their day-to-day operations are going to be the ones that survive and thrive in this new environment, but how can this be achieved?

Read More

Topics: support, customer success, customer experience, customer support, knowledge sharing

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. 

Read More

Topics: support, support services, self-service support

Comments

Subscribe to the Blog

Recent Posts

Posts by Topic

see all

Follow TSIA