Comments
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Hi Julie, Great question! I remember reading this great blog (https://www.tsia.com/blog/2-ways-to-supercharge-your-support-with-video) around leveraging video to increase FCR in your support org, check it out see if it helps. It does not touch on defining FCR but I found it very insightful and unique. Im hoping that we…
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Glad to be of some help Thomas. Ill keep track of this thread and hope that others might join in the conversation :)
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Hi Goncalo, Super question! I think frequency is absolutely key to ask when talking about surveys. Timing and delivery are also very key when considering the overall survey engagement. In previous companies that I have been at and have had a more robust survey structure frequency was directly correlated to the actual…
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Hi Beverly, This question caught my eye and it seems like you are ahead of the curve on identifying the needs for your program. This blog post from Maria outlines a lot fo the things you stated already but I did find some value within the TSIA recommends section. I can speak lightly to personal experience and what helped…
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Hi Thomas, This is a great question that has come up recently in some of the conversations I have been a part of. In my short time finding resources I was able to find this great blog post by Kevin from Progress Software. It does a great job of tying KM to key touch points across teams and leveraging those to capture…
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@Claire Hernandez Absolutely :)!
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@Claire Hernandez its great to hear you are adding a third tier of support. I can understand how you would want to see others current distributions to help predict how yours might be impacted by adding the third level. I have worked for other companies that have a very similar support tier for customers that rely heavily…
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Hi Matt, I am no expert in the MS space but I was able to find a great resource that might be useful. This blog post by Jeff Connolly (Sr. Director, Managed Services Research) touches on some great offer development topics. At the bottom there is also some great added related content that might help. I hope this was useful…
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John, Great question! I know a lot of Orgs track things like NPS and Feedback so I would be interested to see how companies leverage that with their CS teams. With our team we really focus on adoption metrics that all roll up to an overall health score. We measure adoption based on what membership entitlements the member…
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This is a great question Joe! I do wonder how this time has changed the cadence for other companies. @Courtney Ellis I noticed your area and title might have some insight in to cash flow analysis. I will take a look at some TSIA public content available on this but I do know that we have the TECHNOLOGY & SERVICES 50 Q2…
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Steven, I completely agree! Coming from a highly technical background in customer support and jumping in to customer success felt like night and day. The points you make are excellent in what the difference is with the two roles. I can remember with support I always felt that I was reactive to the interactions I engaged…
