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14 08, 2019

Improve Customer Experiences by Understanding What Users Want and Need

By |Categories: ASP, Customer Experience, Customer Satisfaction, Support, User Perspectives, User Wants and Needs|Tags: , , , , , , |

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.

8 08, 2019

First Contact Resolution (FCR) Benchmarks

By |Categories: Case Management, Metrics, Support|Tags: , , , , , , , , , |

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.

6 08, 2019

Top 10 Practices to Achieve Support Excellence

By |Categories: Metrics, Support|Tags: , , , , , , , , |

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.

4 03, 2019

Where is Support Going?

By |Categories: AI, ASP, Customer Success, Support, Transformation|

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,