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11 05, 2020

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

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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

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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

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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

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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?

3 02, 2020

Help! I’m Growing Too Fast!

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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.