Comments
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My 2 cents from the technology standpoint: What you are describing is supposedly at the heart of the new Learning Experience Platforms (LXP), though this remains an emerging technology area. Our partner Thought Industries has recently introduced a new LXP to join their suite of learning management and content development…
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Unfortunately I don't track this sort of technology, which would be required by IT departments to secure customer data in case of a breach of an employee laptop. These tools are in the domain of IT/CIO, so a bit outside my expertise. Hopefully another member can chime in if they have experience with these. I'm seeing more…
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I haven't included RPA in my tech stack surveys yet, so don't have a list of top installed solutions by B2B companies. But am definitely adding that this year, so will have some guidance later on. The challenge is that most RPA vendors have focused exclusively on the back office, and haven't made much traction in the front…
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I had a call with one of the companies participating in an upcoming webinar yesterday, and they are using SupportLogic to do some very interesting automated AI case assignments based on skills and even time zone, by analyzing previous cases and when each customers tends to interact with support. Hopefully we will discuss…
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I've had a few members email me deflection questions, so I've added that to the list. Anything else you want to ask in advance on employee or customer knowledge or search?
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Great info Dave. What I love about CES is it helps identify those friction points that are painful to the customer, which is hard to do with just CSAT surveys.
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Thanks Alexander. Great suggestion!
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Hi Nick; Just about every tech company says they are "organized around the customer," but my experience is that is not always the case. There some great examples out there and I hope folks chime in with what they are doing. One I like is Progress Software, who actually sends someone to customer sites for a few weeks at a…
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Unfortunately I don't have current data on this, the last thing I can find is from 2016, and at that time, 29% of members were tracking CES. But I know it is more common today. We do have customer effort score in the TSIA support services benchmark, so if you go through the benchmarking process you can find out the…
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Hello, the 2020 Support Services Tech Stack survey is now open, which includes a category for customer experience analytics. If you complete the survey, members will receive the full results, including the list of top installed solutions. We'll have those results out to you before the October TSIA Interact event. Here's…
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Hi Stephen, check out this thread on virtual reality in field service: https://exchange.tsia.com/discussion/68/are-you-providing-ar-vr-tools-to-your-customers-so-they-can-perform-services-on-their-environment#latest
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Hi Bhavin, thanks for attending the webinar today and sorry we didn't have time to answer this question live. When I did research on this topic, I found most companies weren't measuring success/deflection for the community, which is too bad. My only advice, which I know isn't that good, is to follow up with visitors to the…
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Here's a link to the TSIA Support Services Technology Survey: https://www.tsia.com/members/data/surveys-and-quick-polls/technology-stack-survey-for-support-services If you complete that survey, you'll receive the results within 24 hours, including the list of top installed tools for Web Chat and Chatbots. That may be a…
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Though there are obviously big variations in protocols by country, I don't see onsite PS coming back in the US any time soon, except for some essential service examples. I recently did a webinar on "The Art, Science, and Technology of Virtual Service Delivery" that talks about some of the challenges to remote and virtual…
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We presented STAR Awards in October to Dell and HPE, in part because of the work they are doing with digital channels, including WhatsApp. I'd also point you to this research report, Evolving Customer Channel Preferences, we published earlier this year that includes data on customer preferences for digital channels, which…
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Here's a link to a webinar I did recently on this topic, including a case study from Jim Roe, IT Director, Field Services, FieldCore : http://www.tsia.com/webinars/the-new-normal-virtual-field-service-and-digital-support
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I recently did a webinar with Jim Roe, IT Director, Field Services, FieldCore, who talked about their shift toward virtual reality to assist customers in diagnosing problems and replacing parts since they can't dispatch a field tech due to the pandemic. He had some interesting examples of virtual field service. Here's a…
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I recently did a webinar with Jamie Domenici, SVP, Customer Success Adoption & Growth, Salesforce, on "SALESFORCE’S SECRET GROWTH ENGINE DURING COVID19: A CULTURE OF CUSTOMER SUCCESS," in which she shared some amazing examples of the challenges they have faced and how they responded. Here's a link: Today I'm doing a…
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I'm also hearing a lot of customers pushing for tighter SLAs than they are entitled to because they are dealing with crisis situations, and in most cases, vendors are accommodating that. My hope is that come renewal time, customers will be renewing with more expensive maintenance agreements that include these shorter SLAs,…
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I'm sure @Phil Nanus has a better answer than me, but from my perspective, this is very complicated. I see companies define Customer Success in many ways, so there isn't a "one size fits all" solution to where they fit into the organization. Most of the companies I've seen create a Chief Customer Officer role who owns…
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Last week I did a webinar with Jamie Domenici, SVP, Customer Success Adoption & Growth, Salesforce. Jamie shared a lot of great information, and one surprise for me was as soon as they sent all their CSMs home to work, they provided empathy training. While I think CSMs tend to be empathetic people, or at least I hope so, I…
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If I could add my 2 cents, if you are seeing a drop in response rates, pay particular attention to your toxicity rules. I've been having a repair issue with a home appliance and have spent about 20 hours on the phone with a certain Big Box store over the last month, and if I call them 5 times in one day, I get 5 CSAT…
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I'm receiving more inquiries on CPQ right now, so I do think companies are looking at either investing in this, or better leveraging a CPQ engine they have. The challenge is traditional product-centric CPQ tools aren't great for services. Where I think CPQ can help is automating and enforcing rules around product and…
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Hi Tishia; I've seen this approached with auto-timeouts to logout employees when they have been inactive for more than 30 minutes, and supervisor dashboards to monitor logins, so they can log them out after their shift if they forget. I know this can mess up productivity reports. I remember one company that had employees…
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Zendesk is not a TSIA partner, so I don't have an avenue to ask about this. The closest thing I can think of is IBM's presentation on the virtual summit I did last year: https://www.tsia.com/webinars/digital-transformation-and-its-impact-on-technology-firms They give a demo of their AI-based case prioritization and routing…
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I would also point everyone to the TSIA Professional Services Technology survey: https://www.tsia.com/members/data/surveys-and-quick-polls/technology-stack-survey-for-professional-services Members who complete the survey will receive the results within 24 hours, included the list of top installed PSA solutions.
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Hi Joe, I'm looking forward to seeing the responses. My experience has been younger support techs who have spent their life chatting and texting gravitate toward it, others may need more training and coaching. I've also seen some techs automatically want to do multiple chat sessions while others remain only comfortable…
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Hi Eric; I just checked the Field Service Benchmark to see if there was anything relevant, and found one data point: What percent of ALL depot repair work is done on items returned directly by CUSTOMERS vs. items returned by FIELD SERVICE ENGINEERS? Industry average: 59% of items returned directly by CUSTOMERS 41% of items…
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Hi Jesse; I haven't talked to anyone progressing that far. Our data is showing many companies will be shifting to more remote work longer term. Here's an article I read recently that outlines a few approaches companies are considering, like staggering shifts to avoid workers being in close proximity:…
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So far, the companies I've talked to have successfully transitioned PS to remote/virtual with little problems, and many (most?) projects were already being delivered remotely. The one challenge I've heard is that even remote projects often start with an onsite meeting to do process mapping and identify customization…