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.
You need 3 kinds of Customer Success metrics. Do you have all 3?
Time to Resolution (TTR) is a metric to measure the elapsed time it takes for Support to resolve a case. This article introduces the definition and inputs required to measure TTR.
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.
The industry average First Contact Resolution rate is 53.7%, an interesting yet meaningless number for determining what your FCR performance level should be. First contact closure is influenced by so many factors that an industry-wide average does not provide a sufficiently accurate benchmark from which to determine what your FCR performance level should be. Benchmarks at best suggest the “vicinity” for your performance. This article offers industry average FCR rates organized by common product characteristics to offer a guideline for suggesting FCR performance levels.
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.