Category: Insights

1.6.26 Read Time: 2 Mins

Five Support Resolutions for the New Year

Explore pivotal Support resolutions to help ensure you’re focusing in the right areas.

6.23.25 Read Time: < 1

The SCI is the Limit

Learn how to connect the effort of Support teams to the value they deliver to the business.

5.27.25 Read Time: 3 Mins

Measuring the True Impact of Support on Business Outcomes

Learn how to connect the effort of Support teams to the value they deliver to the business.

3.12.25 Read Time: 3 Mins

How to Calculate a Customer Health Score: Metrics, Methods, and Best Practices

This article outlines how to build and operationalize a customer health score.

2.28.25 Read Time: 2 Mins

Support Efficiency Metrics

Support delivery efficiency requires the optimized use of multiple support engagement methods. This article introduces Support engagement use cases to optimize support efficiency.

2.20.25 Read Time: 2 Mins

Optimize Support Efficiency with the Right Customer Engagement Strategy

Support delivery efficiency requires the optimized use of multiple support engagement methods. This article introduces Support engagement use cases to optimize support efficiency.

5.1.24 Read Time: 2 Mins

Support Contribution Value Chain

Learn how the Support Contribution Value Chain contributes to measuring Support’s contribution to business outcomes.

3.1.24 Read Time: 2 Mins

14 New Metrics to For Better Support Insights

Learn new Support metrics to provide greater insight into the efficiency and effectiveness of your Support team.

2.20.24 Read Time: 4 Mins

Best Practices for Developing Customer Insights

Effective strategies to improve satisfaction and gain customer insights.

8.12.23 Read Time: 2 Mins

The Support Contribution Index

Learn how to connect the effort of Support teams to the value they deliver to the business.

4.15.23 Read Time: 5 Mins

How to Define and Measure Self-Service Deflection Rates

How do you accurately measure self-service deflection rates? In this post, ServiceXRG CEO Tom Sweeny outlines a highly reliable deflection metric that you can put to work now.

3.9.23 Read Time: 2 Mins

Support Funding Levels

Support funding levels range dramatically based on many factors including the size of the company, the type of product being sold and the rate of growth of the company or …

2.17.23 Read Time: < 1

Self-Service Deflection Trends 2012 – 2022

For the past decade, reported self-service deflection has averaged 22.8%. The industry trend for deflection has slowed down slightly.

2.10.23 Read Time: 5 Mins

Differences between Customer Support and Customer Success

As we embrace Customer Success it is imperative that we have a shared understanding about what Customer Success is and is not.

7.12.22 Read Time: 2 Mins

Are Your Services Optimized to Drive Business Outcomes?

Your efforts to deliver service quickly and completely, provide great experiences, and satisfy customers are important, but consider – Service delivery performance it is not the end goal, it’s a …

5.16.22 Read Time: 2 Mins

Community Metrics

The number of distinct sites where your products and service-related issues are discussed in an active and ongoing way. May include your own discussion forums, or those hosted by third …

5.2.22 Read Time: 2 Mins

Six Characteristics of Highly Effective Service Organizations

To be fully successful with services you will need to be proficient in the right capabilities and have the maturity to execute. This article introduces the six characteristics of highly …

11.30.21 Read Time: < 1

Retention is Paramount – Make it a Strategic Priority!

We have become too dependent on electronic surveys and NPS/CSat scores to tell us that our customers are okay. This cannot always provide enough insights to tell us why we …