ASP Blog

11 10, 2020

Customer Success + Support: A Natural Partnership

By ASP Online|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.

15 09, 2020

ASP Announces Best Support Websites of 2020

By ASP Online|Categories: ASP, ASP 10 Best Web Support Sites, ASP Blog, ASP News|

Al Hahn Executive Director ASP Best Support Websites of 2020 Announced ASP has held a support website competition for the past 22 years. Each site is judged by five independent judges who have been vetted for relevant experience. They score websites in 22 areas. This year the top five are listed below. Top Five

11 05, 2020

3 Questions to Ask–and 3 Ways to Improve Your Surveys Today!

By Martha Brooke|Categories: ASP, ASP Blog|Tags: growth, hiring, leadership, segment, support|

Have you ever wondered if those surveys companies relentlessly send are missing the point? You’re right. Most surveys are so flawed they’re broken. In this post, I’ll look at three ways to improve your surveys—because if flawed surveys are everywhere, possibly yours have a few problem areas too!

28 04, 2020

Changing Expectations of Support

By David Kay|Categories: ASP, ASP Blog|Tags: hiring, leadership, segment, support|

People are far less willing to “go somewhere” on the web to get support. They expect it to be where they are. You might think it’s unfair, but if a user today is having a problem (especially in a mobile experience), they are very unlikely to go to your website, navigate to support, log in, and only then engage with you.

23 04, 2020

ASP Best Support Websites Replaces the Top Ten

By ASP Online|Categories: ASP, ASP Blog|Tags: growth, hiring, leadership, segment, support|

Think of challenging times as a chance to build a stronger team. Going through tough times together, if done well and successfully, bonds team members together, quickly and deeply. This is your chance as a leader. How do you do that?

22 04, 2020

Use the Forced Working-From-Home to Build a Stronger Team

By Francoise Tourniaire|Categories: ASP, ASP Blog|Tags: growth, hiring, leadership, segment, support|

Think of challenging times as a chance to build a stronger team. Going through tough times together, if done well and successfully, bonds team members together, quickly and deeply. This is your chance as a leader. How do you do that?

11 02, 2020

You need 3 kinds of Customer Success metrics. Do you have all 3?

By Francoise Tourniaire|Categories: ASP, ASP Blog, Customer Success, Metrics|Tags: metrics, support|

You need 3 kinds of Customer Success metrics. Do you have all 3?

3 02, 2020

Help! I’m Growing Too Fast!

By Francoise Tourniaire|Categories: ASP, ASP Blog|Tags: growth, hiring, leadership, segment, support|

Are you facing steep growth? What are you doing to cope and thrive?

9 01, 2020

Do you have ideas for using AI?

By Francoise Tourniaire|Categories: AI, ASP, ASP Blog|Tags: AI, backlog, escalations, scheduling, support|

According to Svetlana Sicular of Gartner the reason why AI initiatives are rolling out so slowly, is the lack of ideas. Françoise Tourniaire of FTWorks offers insights and ideas for applying AI to Support.

20 12, 2019

5 Ideas for Improving Your Support Operations in 2020

By Francoise Tourniaire|Categories: ASP, ASP Blog|Tags: account management, CSM, people management|

It's this time of the year when we think, or rather, we know that we are walking into a brighter future. Françoise Tourniaire of FTWorks offers 5 ideas for improving your support operation.

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