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  • The Top Ten Best Web Support Performance Categories and maximum scoring values are introduced and defined in this report. This Report is included with ASP membership. Not an ASP Member?  Join Today
  • Automation of Technical Support or Customer Success functions can yield great returns, yet these service activities can be difficult to replicate with systems. To effectively automate service activities, it is critical that the underlying processes be fully understood and analyzed to determine their appropriateness for automation. Effective service automation requires a combination of enabling technologies, robust content, and a willingness by customers to use these systems.  This report examines the intricacies and challenges associated with automating the support process and examines opportunities for significant cost efficiencies. This Report is available to ASP Members and Guests. Not an ASP Member?  Join Today
  • The way we interact with customers directly affects the way they perceive us. When we are responsive, attentive, willing, and able to provide the information or assistance they need, we increase the likelihood of providing a positive experience. When we are difficult to do business with, unable or unwilling to satisfy customers’ needs, indifferent, inept, or rude, chances are the customer will have a bad experience. This Report is available to ASP Members. Not an ASP Member?  Join Today
  • First Contact Resolution (FCR) measures the percent of cases reported through assisted support channels that are acknowledged to be resolved by the customer as a result of the initial interaction with a qualified support representative. FCR is a common metric used throughout the technology services and broader customer services industries. While widely used the underlying inputs and assumptions that makeup FCR vary widely. A consistent definition for FCR is essential to performance benchmarking against companies and industry segments. More importantly a well-defined method for measuring FCR assures that the insights gained from FCR performance will point to meaningful corrective actions to improve support efficiency and effectiveness. This report presents a consistent framework to measure how efficiently each customer question gets to the person that has the skills, knowledge and tools to provide the right answer the first time the customer engages with Support. This Report is available to ASP Members. Not an ASP Member?  Join Today
  • Before you can effectively measure and improve customer satisfaction you must have a clear understanding of what satisfaction is. Satisfaction is primarily an indication that an expectation has been met. Satisfaction is a subjective measure that will vary based on the personal preferences, perceptions, and experiences of an individual. Customers typically indicate that they are satisfied when their expectations are met or exceeded. Because people will likely have different expectations, two customers that experience the same outcome or quality of service may express different levels of satisfaction. This Report is available to ASP Members. Not an ASP Member?  Join Today
  • This report introduces the approach and metrics companies can use to define and measure the efficiency and productivity of support staff and resources.  Support productivity metrics include Case Handling Productivity, First Contact Case Closure Productivity, Case Closure Productivity. This Report is available to ASP Members. Not an ASP Member?  Join Today
  • NetApp is a 2019 Top Ten winner in the large-sized company group. This was their second win in the past two years.  Learn how the NetApp team has developed its most recent web support capabilities. This Report is included with ASP membership. Not an ASP Member?  Join Today
  • Quest is a 2019 Top Ten winner in the medium-sized company group. Learn how the Quest team has developed its most recent web support capabilities. This Report is included with ASP membership. Not an ASP Member?  Join Today
  • Through the Service Innovation Series, ServiceXRG highlights examples of innovative approaches 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. This Report is available to ASP Members and Guests. Not an ASP Member?  Join Today
  • RedHat is a 2019 Top Ten winner in the large-sized company group. This was their ninth win in a row.  Learn how the Red Hat team has developed its most recent web support capabilities. This Report is included with ASP membership. Not an ASP Member?  Join Today
  • 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.  Learn how the Resideo team has developed its most recent web support capabilities. This Report is included with ASP membership. Not an ASP Member?  Join Today
  • Salesforce Trailhead is a self-paced, online learning platform provided for free to anyone.  This Innovation profile describes the Salesforce Trailhead platform.