22 06, 2022

Issue Resolution Should be the Beginning and Not the End!!

By |Categories: ASP, ASP Blog, Customer Experience, Customer Satisfaction, Customer Success, Support, User Perspectives, User Wants and Needs|Tags: , , |

It’s pretty natural that Customer Success representatives or teams celebrate once an issue is resolved. Customers also tend to relax because the service or the software is restored and back to being operational.

9 03, 2022

The Support Experience

By |Categories: ASP, ASP Blog, Customer Success, Support|Tags: , , |

ASP is partnering with SupportLogic to help them with their upcoming event SXLive. This conference will be virtual on April 5-7, 2022. The focus is on the Support Experience, something that we believe is of vital importance in this subscription economy for technology (and other) products and services.

11 01, 2022

ASP , TSANet, & FT Works-Leaders Workshops

By |Categories: ASP, ASP Blog, Customer Success, Support|Tags: , , |

ASP, TSANet and FT Works today announced remote workshops for Support Leaders. There will be six sessions over six consecutive weeks, February 24, March 3rd, March10, March 17, March 24, and March 31, 2022. Registration is now open.

27 12, 2021

ASP , TSANet, & FT Works-Support Engineers Workshops

By |Categories: ASP, ASP Blog, Customer Success, Support|Tags: , , |

ASP, TSANet and FT Works today announced remote workshops for Technical Support Engineers. There will be three two-hour sessions over three consecutive weeks, February 17, 24, & March 3rd.

2 06, 2021

The Power of Communities

By |Categories: ASP, ASP Blog, Customer Success, Support|Tags: , , |

Customer Success + Support: A Natural Partnership The Association of Support Professionals held an online conference Oct 6, 7 and 8th that looked at the benefits of aligning Customer Success and Support activities. During these three days, experts talked about how Customer Success and Support can work together for both the Customer and the Company. This blog highlights the first session from Mikael Blaisdell, Founder & Executive Director, The Customer Success Association.

28 04, 2021

You Need Excellent Self-Support for Your Digital Transformation

By |Categories: ASP, ASP Blog, Customer Success, Support|Tags: , , |

Customer Success + Support: A Natural Partnership The Association of Support Professionals held an online conference Oct 6, 7 and 8th that looked at the benefits of aligning Customer Success and Support activities. During these three days, experts talked about how Customer Success and Support can work together for both the Customer and the Company. This blog highlights the first session from Mikael Blaisdell, Founder & Executive Director, The Customer Success Association.

11 10, 2020

Customer Success + Support: A Natural Partnership

By |Categories: ASP, ASP Blog, Customer Success, Support|

Customer Success + Support: A Natural Partnership The Association of Support Professionals held an online conference Oct 6, 7 and 8th that looked at the benefits of aligning Customer Success and Support activities. During these three days, experts talked about how Customer Success and Support can work together for both the Customer and the Company. This blog highlights the first session from Mikael Blaisdell, Founder & Executive Director, The Customer Success Association.

14 08, 2019

Improve Customer Experiences by Understanding What Users Want and Need

By |Categories: ASP, Customer Experience, Customer Satisfaction, Support, User Perspectives, User Wants and Needs|Tags: , , , , , , |

The ability for a service organization to maintain an acceptable level of customer satisfaction and deliver a reasonable customer experience begins with a company’s understanding of what its customers need, want, and expect. When customer expectations are not well known or more importantly not managed – the instances of dissatisfaction will rise. This article describes the factors that affect customer satisfaction and experience levels.

8 08, 2019

First Contact Resolution (FCR) Benchmarks

By |Categories: Case Management, Metrics, Support|Tags: , , , , , , , , , |

The industry average First Contact Resolution rate is 53.7%, an interesting yet meaningless number for determining what your FCR performance level should be. First contact closure is influenced by so many factors that an industry-wide average does not provide a sufficiently accurate benchmark from which to determine what your FCR performance level should be. Benchmarks at best suggest the “vicinity” for your performance. This article offers industry average FCR rates organized by common product characteristics to offer a guideline for suggesting FCR performance levels.

Title