7 08, 2019

Improve Customer Experiences by Understanding What Users Want and Need

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Return to List of Recent Blog Posts 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 –

7 08, 2019

First Contact Resolution (FCR) Benchmarks

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The industry average first contact resolution rate is 53.7%, an interesting yet meaningless number for determining what your FCR performance level should be. This article provides industry average FCR rates organized by common product characteristics including: The type of product; product complexity; type of customer supported, product price level; and the quality of the product as measured by defect rates. Leverage these benchmarks as a guideline to establish your optimal FCR performance level.

6 08, 2019

How IBM Uses Watson

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The Service Innovation Series highlights examples of innovative approaches companies take to achieve service excellence. In this Service Innovation profile, we feature IBM’s use of its own Watson technologies as a platform to deliver a new approach to service delivery – Cognitive Support. Read on to learn about IBM Cognitive Support.

6 08, 2019

Top 10 Practices to Achieve Support Excellence

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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. Consider the following 10 practices in your pursuit of technical support excellence.

6 08, 2019

Salesforce Trailhead

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Salesforce Trailhead is a self-paced, online learning platform provided for free to anyone. The platform offers learning on a growing portfolio of Salesforce topics, as well as a variety of other non-Salesforce-specific skills individuals need to be successful in today’s technology landscape. For some companies walking away from training revenue would be unthinkable. This is a bold customer-success focused strategy with benefits to Salesforce, Salesforce professionals and anyone that wants to develop technical and professional skills. Learn more about Salesforce Trailhead.

10 07, 2019

ASP Wants to be the Hub of the Support Community

By |Categories: ASP, Blogs|

ASP is deceptively busy right now. Of course, with the judges scores coming in for our Top Ten Best Support Websites competition, that is to be expected. Yes, the deadlines are almost here and we are receiving scores daily. Soon, we will tally up the scores and make our announcement of this year’s winners. Then

3 04, 2019

How Machine Learning Might Offer Opportunities to Preempt Escalations

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Project Perspective & Learnings Sameer Patkar, VP -Oracle Support Services Abstract: Traditional customer support escalation processes focus on mitigatingvs. avoidinguser dissatisfaction. This often adds to the customer’s already-present frustration; lowers service satisfaction ratings; and increases support costs by requiring intervention from senior staff and management. We believe thatMachine Learning (ML) can help support organizations shift

4 03, 2019

Where is Support Going?

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ASP’s conference March 27-28, hosted by ServiceNow in San Diego, is all about Artificial Intelligence (AI) in support. This, plus many conversations that I have had in the last year with support leaders has got me thinking about where support is going. This is, of course, the kind of thing that ASP cares about and