Jaime Farinos · Head of Services and Support - Chronicle · | Scholar ✭✭

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  • 24x7 is expected in anything beyond standard. The key differentiators are around: SLAs: initial reaction time --> these are becoming quite standard, and the most premium offerings are striving to get the shortest possible reaction times for P1s, e.g. 15 minutes is turning into a new trend. But in my opinion, the best…
  • I've tracked resolution times: overall / solved only by Support / solved with the help of Engineering. I would check both the time spent on the customer side as well as the time spent on Support/Engineering side. Some platforms allow you to do reporting based on that. Jaime
  • Hi Fritz, I would highly recommend to look into the Consortium for Service innovation and their KCS methodology: https://www.serviceinnovation.org/kcs/ i hope this helps. Jaime
  • In addition to the ones mentioned, it is also worth noting, the simple tracking of how cases evolve over time (increase or decrease) compared to the increase in the number of customers. Having enough historical data would help predict the number of cases you'd expect to have if no self-service measures are implemented.…
  • An PS Engagement Manager will typically work with Sales/Presales and PSO to position the right services according to the requirements of the customer and be a key point of contact to make the transition be smooth. I have seen this role at different companies. In addition to that, in more mature companies, a Post-Sales…
  • This is a very interesting topic. I would find very useful to learn more about best practices, process definition and process maturity in this context. This would include the design, monitoring and improvement of the service portfolio as the product and the service evolves over time.
  • Tracking support related activities and assigning them a cost can provide information such as cost per support case (if this your main cost), which should also include other activities, admin activities, training, infrastructure costs etc. and compare it to the revenue brought in. Some customers will definitely open a…
  • There are a few KPIs tracked at a team level and some at an individual level. At an individual level I'm not fond of KPIs because they can easily drive bad behavior. It's better to focus rather on driving positive behaviors related to customer advocacy, teamwork, common values, collaboration and a growth mindset. If the…
  • In the past I have used Signavio a bit although I didn't find it so easy to use. I highly recommend Celonis for mature process organizations: I'm not doing process mining right now since processes are right now at a different stage.
  • Hi Steven, Yes, indeed Support is different from CS, but there are several over arching concepts that seem valid for both, e.g. delighting the customer, driving value realization, influencing the customer to partner for life and helping in resolving business challenges etc. Support has evolved much over the years. It used…
  • @Phil Nanus thank you for sharing the document and by the way, the summit today was a fantastic experience.
  • Interesting question. I have seen some, but I wouldn't necessarily call it a trend - at least for the time being. I find this will vary a lot from industry to industry as well as different according to the size of the company. Something to definitely be prepared for though. There's an interesting recent article from…
  • @Alexander Ziegler , love the idea of calling out Education. In my mind it is a part of Customer Readiness, but I really like the idea of splitting it into a separate category, it makes a lot of sense, especially when it comes to complex solutions with many different education offerings that can help @David Perrault that…
  • The global situation affects everyone in every kind of business. Stress levels increase. My focus is to ensure that first people feel as safe and healthy as possible. Business results come after.
  • I like the idea of focusing on value delivered to customers as well as focusing on behaviors. In general I try to stay away from numeric incentives. These often drive bad behaviors.
  • It is working fine. We always use remote conferencing with video. Some customers are still not so comfortable with using video, others are, others were not, but they get converted. The experience over video is so much better and brings us closer to our customers. Regardless of whether the customer will use video or not, we…
  • Some systems (e.g. Salesforce/Service Cloud) allow you to gauge how often you want to survey customers, e.g. if the customer has already filled out a case related customer survey in the last xx days, then no new survey is triggered. A key question is whose feedback are you interested in. The end user (typically the one…
  • In the past I have leveraged those resources to help in Support related areas as well as in Customer Success related opportunities. It's a very good opportunity as well to improve enablement/best practices and proactive reach out to customers and MOOC type activities.
  • Hi Lexi, Google has a service offering called Contact Center AI that targets customer service centers. Contact Cener AI leverages artificial intelligence to enable a better customer experience and allows to optimize situations where human intervention is needed. I recommend to take a look at the link, I hope it helps…
  • Hello Community! My name is Jaime and I lead Post Sales for Chronicle, an Alphabet Bet that was recently acquired by Google. Looking forward to collaborating, sharing and learning from you. My key interests are Support, Customer (and Partner) Success, Professional Services and Enablement. I'm based out of Mountain View,…
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