Technical Support Excellence is the achievement of the maximum positive impact on profitability and reputation of the company, product or brand being supported through the efficient and effective delivery of support.
Top 10 Support Excellence Practices
Consider the following 10 practices in your pursuit of technical support excellence.
1 | Define the strategic role of Technical Support by defining measurable goals and objectives. |
2 | Establish the quantifiable connection between strategic support goals and the benefits from achieving them. |
3 | Align strategic goals with tangible performance indicators and measurable business outcomes. |
4 | Align management, team, and individual goals with strategic support goals. |
5 | Define the target performance levels for each key performance indicator. |
6 | Define current performance levels for each key performance indicator. |
7 | Identify inhibitors to the attainment of target goals and objectives for key performance indicators. |
8 | Develop a plan for mitigating inhibitors to optimal support performance. |
9 | Provide continuous reports on Support’s performance to key stakeholders. |
10 | Connect support performance levels to the attainment of business outcomes. |
Featured Report: Technical Support Excellence Defined
Technical Support Excellence is the achievement of the maximum positive impact on profitability and reputation of the company, product or brand being supported through the efficient and effective delivery of support. Technical Support Excellence does not require that every customer is delighted with every service transaction or that Support achieves a perfect Net Promoter or Customer Satisfaction score. This Perspective introduces the definition of Technical Support Excellence and outlines the steps to attain it.
This Report is available to ASP Members. Not an ASP Member? Join Today
Stay up to date with the latest support industry news and research
Related Posts
ASP Best Support Websites of 2026
Hahn noted: "Average scores for the top websites have been increasing over the past few years. This year we saw our highest-ever score from Red Hat with an average of 895 points (out of 1,000).
ASP Best Support Websites of 2025
Each year ASP awards the best support websites. We have been doing this for 28 years. I will tell you how sites are judged and awarded, but that is not the most important part of this activity.
ASP Best Support Websites of 2024
Each year ASP awards the best support websites. We have been doing this for 27 years. I will tell you how sites are judged and awarded, but that is not the most important part of this activity.
AI for Support Portals
Support Portals are a necessity today. Users won't call support unless they are very desperate and making them desperate is not the way to keep them happy
Support Resources Don’t Fall From The Sky
It's obvious that support needs resources. What is not so obvious is how to get them. It is the support leader's primary job to get resources for their organization.
Mastering the Large Language Models(LLMs) Landscape: 5 Considerations for Customer Support Leaders
It took Facebook a total of 4.5 years to hit the 100 million users mark. WhatsApp and Instagram achieved that feat in 3.5 and 2.5 years respectively.