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

4 Easy Tips to Prepare Your Tech Support Team for the Holidays

Posted by Jodi Beuder on 12/12/14 6:30 AM

‘Tis the season to call for help! Caller A wants to install a car stereo for his sweetheart. Caller B can’t seem to coax those party invitations out of the printer. Caller C is “all thumbs” when it comes to assembling a child’s bicycle. Caller “D”… well, you get the picture! Deadlines and seasonal expectations can cause frayed nerves as consumers venture into territory they’re not familiar with or trained to handle, and it’s up to your tech support team to ease their pain. Here are 4 easy to follow tips for preparing your support team for the holiday caller crunch and provide excellent customer success despite the increased caller volume. 

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Topics: customer support, customer service, technology support services, TSIA Partners

Predicting Ability to Scale Support Services: Webinar Recap

Posted by Judith Platz on 8/5/14 6:30 AM

In traditional tech support, there’s a virtual pendulum of priority that swings back and forth from “customer experience” to “cost reduction”. While we want to make sure we’re doing everything possible to make our customers happy, we also need to be aware of our need to watch costs and be more efficient in our processes. However, we never want to cut costs so much that we end up negatively affecting the customer experience. Before we can scale support and success services for better revenue generation, we first need to better optimize the organizational capabilities of the people, technology, and processes that make it all happen.

 In this webinar, we discuss TSIA’s organizational capabilities model, which will help you better visualize the answer to the question, “Do you have the organizational capabilities to meet the challenge?” 

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Topics: customer success, support services, service revenue generation, technology support services

How Using Social Media Can Transform Your Support Services Strategy

Posted by Jodi Beuder on 7/7/14 12:34 PM

 

The field of support services is demanding, complex, and constantly changing. In technology support services, you are tasked with knowing what trends make smart investment sense, and what industry changes are short-term fads that you should not waste your resources on.

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Topics: social media, support services, online support, technology support services, TSIA Partners

4 Top Tech Support Tips for Your Multi-Channel Strategy

Posted by Jodi Beuder on 5/15/14 1:08 PM

Whether a customer contacts your tech support team through online chat, e-mail, or through social media, they should get the same advice and guidance. This article provides four essential tips that will help your company’s tech support reputation excel―on every channel.

A good tech support team will drive the reputation of a product, and it can be one of your most marketable assets – even if your product is priced higher than competitor’s products. If people are dealing with a technology they are not familiar with, or one that requires updates, knowing that a tech support team is available through multiple channels―such as e-mail, live chat, or online forums―can influence the sale―particularly when people know that the tech support is actually helpful.

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Topics: support services, multi-channel support, technology support services, TSIA Partners

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