Comments
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Thank you, @Lynn Fraser and @Neil Jain! Much appreciated to you both. @Neil Jain, I do love the simplicity of that. Do you know if this methodology has had to change/evolve now that ASC 606 is in place?
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Wow, you're literally blowing my mind 🤯 "Bug/Defect KB article and then subscribe all affected Customers to the corresponding bug/defect KB article." This is all incredible stuff but I feel like that KB article with the subscription would be a game-changer for us. I want to be in a position to keep everyone affected by a…
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@Patrick Martin This is awesome. Do you use CES instead of CSAT or in addition to?
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@Patrick Martin If you're willing to spend the time, I would LOVE to see some of the stuff in more detail! Thank you so much for your generosity. Honestly, at your convenience, I would make the time.
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@Kirill Markelov so helpful! I'm reading up on KCS now. @Patrick Martin That's fascinating. You guys are killing with the information on your website as well. I love the public SLA and escalation matrix. Really inspirational to see it all laid out like that.
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@Alexander Ziegler Thanks for the question! We do have a dedicated Education team that splits their time between scaled education programming (webinars, Digital Learning, etc. - http://splashthat.com/education) and Education services delivery (live training, workshops, customized digital learning courses). As of recently…
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@Alexander Ziegler Great question! At Splash, we're still small enough where we send people $5 Starbucks gift cards when they take our post-education survey and post a photo of themselves with their course certificate. We've automated most of the process so it's not that operationally heavy and it's a pretty fun and…
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Hi @Courtney Ellis. Thanks for posting! I'm looking forward to reading the responses. At Splash, we track: Average Resolution Time (Mean Time to Solve) CSAT SLA First Time Adherence Average Updates Per Ticket In Q3, we're looking to add in more metrics around self-service and deflections: Self-Service Score (Ratio of Users…
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Thank you for sharing, @Lexi Provost! I watched that one and then went on to the Optimizing Channel Revenue webinar. Anne was great. I think the framework will definitely help me build this out and I will lean on the Exchange for some tactical execution questions. I'll report back on my progress as I build.
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@David Perrault Follow-up question if you're open to it. Do you have a dedicated content resource? Or do your support reps create content when they're not managing the queue? Thank you!
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Thank you, @David Perrault!
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This is great stuff, Patrick. At Splash, we currently have a blind spot in deflections so we simply look at average tickets per user over a period of time to inform any efficiency/quality gains from our process, people and product changes. We're currently working to measure deflections in Q3, hence my attraction to your…
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At Splash, we have specialization. Solution Engineers get involved in the sales process to gather requirements for a service engagement over a threshold ($ and/or complexity). The requirements are handed off, confirmed and delivered by post-sales delivery resources with expertise in general configuration, tech, creative,…
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This exchange is a tremendous value-add. Thank you for continuing to innovate!