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.
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?
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?
You need 3 kinds of Customer Success metrics. Do you have all 3?
Are you facing steep growth? What are you doing to cope and thrive?
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.
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.
How many accounts can a CSM manage? The right answer is, "it depends." Françoise Tourniaire of FTWorks offers some key observations.
Here are three misconceptions and other surprising facts about training by Françoise Tourniaire of FTWorks.
This article introduces seven critical steps for successful service delivery automation and examines the intricacies and challenges associated with automating service processes.