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13 02, 2020

6 Ways to Apply AI to Technical Support

By |Categories: AI, ASP, ASP Blog, Automation, Metrics, Self-Help|Tags: , , , , , , , , , , |

Support has been relentless in the pursuit of continuous improvement, yet the function of Support has remained fundamentally unchanged for decades. AI is a critical catalyst that will help enable an inevitable Support transformation. This article introduces 6 ways to apply AI to technical support.

4 02, 2020

Customer Experience vs. Customer Success – Similarities and Differences

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

The terms Customer Experience (CX) and Customer Success (CS) are commonly used within the service industry. Sometimes CX and CS are used to describe the same or similar things and other times to describe complexly different actions, activities and outcomes. This article offers definitions for each term and identifies similarities and differences between CX and CS.

3 02, 2020

Help! I’m Growing Too Fast!

By |Categories: ASP, ASP Blog|Tags: , , , , |

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

6 01, 2020

How to Define and Measure Deflection

By |Categories: AI, ASP, ASP Blog, Metrics, Self-Help|Tags: , , , , , , |

Using an accurate measure of deflection is imperative. If not measured correctly it is easy to overstate the impact of self-help and service automation on assisted support demand. The average rate of case deflection within the technology industry is 23%. For some companies deflecting 23% of the assisted support demand is extraordinary, while for other companies there is considerable room for improvement.

31 10, 2019

Resideo – 2019 ASP Top Ten Winner Profile

By |Categories: ASP, ASP 10 Best Web Support Sites, Self-Help|Tags: , , , , |

Resideo is a 2019 Top Ten winner in our large company group. This is their first time in the Top Ten and they are to be commended for doing so well. That said, it is apparent that they still have a ways to go to catch up to some of the more elite companies, such as Red Hat. This is a very good start, however and a great achievement for them. We look forward to seeing how they continue to improve their site next year. Learn how the Resideo team has developed its most recent web support capabilities and been recognized by the ASP for their web support efforts.