Dave Baca · Director, Support Services Research · | Guru ✭✭✭✭✭

Hello @Ibrahim Aqqad - to further @Kevin Bowers' note, I have provided you with this link that provides you with access to some relevant webinars conducted by John Ragsdale, in conjunction with one of TSIA's Technology Partners, TheLoops. Once you've had an opportunity to consume the 3 related webinars with TheLoops,…

Hello @Somendra - Going back to your original question on "intent", there are many (many) assumptions that companies make related to determining self-service user intent. And while each 'intent' method is made using educated assumptions, the resulting self-service metrics that are derived from 'intent'-based assumptions…

Hi @LuisdelaViuda - thanks for pointing @GregKeller in the direction that TSIA's self-service best practices recommend on whether to include the implicit deflection and explicit deflection measurements together or separate! And Greg - if after you've reviewed the member-only research materials that Luis shared with you,…

Hi David - TSIA's benchmarks normalize member CSAT survey data using a CSAT conversion calculator that takes either a Likert scale that is other than 1 to 5 or a Percentage value and converts those to a 1 to 5 scale for ASSISTED SUPPORT SERVICE transactional CSAT surveys and a 1 to 5 scale for Self-Service CSAT surveys.…

Hi @Kimberly May - you've raised a very important question and one that the Support Services Research Team addressed as part of The Layers of Customer Loyalty (webinar/presentation) located at https://www.tsia.com/webinars/the-layers-of-customer-loyalty. The topic of Support-focused Customer Satisfaction Incentives is…

Hi @Claire Hernandez - I think that your desire to establish clear expectations with your customers on how they can receive the most benefit from your support service offerings is spot on. And finding an easy to locate/prominent location on your support portal where you can communicate expectations for customer…

Hi @Sumit Bhat - if possible, would love to see the results of your internal polling results. And @Claire Hernandez - thank you for caring for and responding to Sumit's request.

Hello @Sumit Bhat. The 2 titles you referenced are the most frequently used technical support job role/titles that we see across the Support Industry. Some minor variations include Support Engineer, Technical Support Representative, Customer Support Analyst, and occasionally, if Support has tighter integration with…

Question 9 from Chuck: Are you finding that your customer organizations are moving towards "Customer Success" as a business unit as opposed to just a strategy? If so, do ES and SS normally fold into the CS unit? Joint response from @David Baca and @Maria Manning-Chapman: (Dave) When Customer Success first hit the software…

Question 8 from Darcy: As you see more partnerships between Education & Support - are you seeing a decrease in Education being a revenue line? Answer from @Maria Manning-Chapman: No. Collaboration between ES and SS DOES NOT mean that ES revenue decreases. In fact, as shown in the example in the webinar, collaboration…

Question 7 from Thom: Can you recommend any Knowledge management tools for Education and Support to collaborate? Answer from @David Baca: Since TSIA does not recommend tools or product solutions, I am unable to provide you with a recommended collaboration solution for your Education and Support collaboration needs. That…

Question 6 from Matt: Do software companies put the how-to support content in the same platform as the product documentation? Or are they usually separate? Answer from @David Baca: A frequent practice is to make both 'how-to' KB articles and Product Documentation accessible from the same self-service portal website. And…

Question 5 from Ingo: For a long time It is really strange to me, that this link between ES, CS and also Sales is missing. From the way of selling (ES always underestimated) to the processes and workflows, to financial and business impact connections and integration/interfacing the different systems. Q) Isn't it correct,…

Question 4 from Kami: Is most of the Education content geared for pre-sales or for those new to the product? It seems less frequent to have education content available for established customers, Is there guidance on how to entice customers to use education content to help them self-serve? Joint response from @David Baca…

Question 3 from Patrick: Is there a recommended ES role that would own these KPIs? e.g. Is this a unique role or is there a way to scope the effort involved in tacking this? And, is there a best practice approach to refining existing content to reduce tickets? e.g. Just passing the feedback to designers or having a…

Question 2 from Jennifer: Our organization has a customer support portal and our education team will review frequent support cases to try to address these concerns when creating customer learning. Do you have any other suggestions on how we can identify what our customers struggle with? Joint response from @David Baca and…

Question 1 from Timothy: What is Unified Search? Answer from @David Baca - you have asked a very important question, Timothy! Unified search is a specific type of search engine that indexes content in any repository and offers a single search output across one or many content repositories. "Intelligent" Unified Search…

Hi @Patrick Martin. In addition to all of the other great feedback that others have provided, you might also consider watching Scott Owen's Interact presentation titled, "Innovation in Support Services Automation". In this Support Services breakout session Scott describes how his support team is using their own Sprinklr…

Hi Patrick - TSIA recommends including a CES survey question as part of the transaction assist CSAT survey question set, and ditto for the self-service CSAT and Annual or Relationship CSAT survey (normally as the last survey question). Capturing the CES feedback from your customers will help you and your Support team…

Hi Greg, Thought I'd share the TSIA definition for Resolution Time and then lend my perspective to your current discussion topic...one that is quite common across the Industry and across our Support Services Membership. So firstly, the TSIA definition for Resolution Time, which is used for our Members who benchmark their…

Hi Patrick - great topic and one that I know many of TSIA's members struggle with. To help move the conversation a bit further, I thought it might be helpful to share the definitions for Self-Service Success and Self-Service Deflection: Self-Service Success: the rate that customers indicate they complete their desired self…