Do you have something to share? If you are interested in writing an article for publication on the ASP Blog please contact Al Hahn or Tom Sweeny.
Improve Customer Experiences by Understanding What Users Want and Need
The ability for a service organization to maintain an acceptable level of customer satisfaction and deliver a reasonable customer experience begins with a company’s understanding of what its customers need, want, and expect. When customer expectations are not well known or more importantly not managed – the instances of dissatisfaction will rise. This article describes the factors that affect customer satisfaction and experience levels.
Seven Critical Steps for Successful Service Delivery Automation
This article introduces seven critical steps for successful service delivery automation and examines the intricacies and challenges associated with automating service processes.
Salesforce Trailhead
Salesforce Trailhead is a self-paced, online learning platform provided for free to anyone. The platform offers learning on a growing portfolio of Salesforce topics, as well as a variety of other non-Salesforce-specific skills individuals need to be successful in today’s technology landscape. For some companies walking away from training revenue would be unthinkable. This is a bold customer-success focused strategy with benefits to Salesforce, Salesforce professionals and anyone that wants to develop technical and professional skills. Learn more about Salesforce Trailhead.
ASP Announces that Coveo Will Sponsor Top Ten Best Support Websites
Coveo Will Sponsors ASP's Top Ten Best Support Websites.
First Contact Resolution (FCR) Benchmarks
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.
Taking the Top Ten Report Into a New Era
This year was our 21st competition of support websites and based on the learning from all these past years, we made significant changes to our scoring model. With the 2019 Top Ten Report soon to be published, we’re excited to announce some changes and improvements to the report itself and ASP as a whole which will help deliver ever more value to our members.
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.