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.
Top 10 Support Excellence Practices
Consider the following 10 practices in your pursuit of technical support excellence.
1 | Define the strategic role of Technical Support by defining measurable goals and objectives. |
2 | Establish the quantifiable connection between strategic support goals and the benefits from achieving them. |
3 | Align strategic goals with tangible performance indicators and measurable business outcomes. |
4 | Align management, team, and individual goals with strategic support goals. |
5 | Define the target performance levels for each key performance indicator. |
6 | Define current performance levels for each key performance indicator. |
7 | Identify inhibitors to the attainment of target goals and objectives for key performance indicators. |
8 | Develop a plan for mitigating inhibitors to optimal support performance. |
9 | Provide continuous reports on Support’s performance to key stakeholders. |
10 | Connect support performance levels to the attainment of business outcomes. |
Featured Report: Technical Support Excellence Defined
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. Technical Support Excellence does not require that every customer is delighted with every service transaction or that Support achieves a perfect Net Promoter or Customer Satisfaction score. This Perspective introduces the definition of Technical Support Excellence and outlines the steps to attain it.
This Report is available to ASP Members. Not an ASP Member? Join Today
Stay up to date with the latest support industry news and research
Related Posts
How IBM Uses Watson
The Service Innovation Series highlights examples of innovative approaches companies take 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. Read on to learn about IBM Cognitive Support.
Top 10 Practices to Achieve Support Excellence
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.
ASP Announces 2019 Top Ten Best Support Websites
After our 21styear of this competition, we are happy to announce the winners for 2019.
ASP Wants to be the Hub of the Support Community
Our ambition is to become the hub of the support community. What we mean by that is we want to be the go-to place where you can find any and every resource that you need to provide state-of-the-art support. We know that we cannot do everything for everyone, but we want to be able to direct you to those who can.
How Machine Learning Might Offer Opportunities to Preempt Escalations
Machine Learning (ML) can help support organizations shift the paradigm from reactive to proactive support.
Where is Support Going?
Return to List of Recent Blog Posts ASP’s conference in March, hosted by ServiceNow in San Diego, was all about Artificial Intelligence (AI) in support. This, plus many conversations that I have had in the last year with support leaders has got me thinking about where support is going. This is, of course, the kind of thing that ASP