• 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
  • 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
  • Salesforce Trailhead is a self-paced, online learning platform provided for free to anyone.  This Innovation profile describes the Salesforce Trailhead platform.
  • 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
  • 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
  • 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
  • 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 is the twentieth year for ASP’s Top Ten Best Support Websites competition. We are privileged to say that many of the world’s best-known companies still compete regularly. These include such brands as Cisco, Dell, Intel, IBM, Oracle, Red Hat, and Microsoft. While not all of these competed this year, they all have competed many times during the past twenty years. However, not all of our competitors are well-known. There are many mid-size and small companies as well. We have always maintained that those who benefit the most are not the ten winners, but those who entered without much chance of winning and gained valuable insights into how to improve their sites.
  • When we held our conference at Red Hat in Raleigh this March, the buzz in the room was around a new generation of Artificial Intelligence (AI). So much so that we felt compelled to research and write this report. We will be the first to admit that it is not as definitive as we would like. That’s because the new generation of AI tools are still evolving very rapidly and any attempt to report definitively at this point would be doomed before it started. We still believe that this report will be helpful, but our own standards won’t allow us to say that it is anything more than an interim report of a fast-moving target.
  • In the Association of Support Professionals 2017 report on the changing expectations of support, Al Hahn highlighted how Millennial behavior was changing the way we must think about delivering service and support. Millennials, born in the connected world, viewed our messy and siloed offerings – our disconnectedness – as barriers to trade to be avoided. The idea of having to call someone to resolve a problem or answer a question, once considered the gold standard of support for which many of us still charge, clashes with their idea of suitable support. Having to identify themselves, explain their issue multiple times, or interact with multiple departments is intolerable to Millennials.