Blog

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.

11.14.23 Read Time: < 1

AI Platform Selection – Chicken vs Egg

This article introduces an approach for selecting an AI platform to support primary use cases.

11.8.23 Read Time: 3 Mins

Closing Knowledge Base Gaps

This article examines steps necessary to close the Deflection Gap by understanding ways to improve content coverage and findability.

11.3.23 Read Time: 2 Mins

How to Increase Proactive Support Engagement

This article introduces the state of proactive support today and introduces steps for support teams to become more proactive.

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.

7.6.23 Read Time: 2 Mins

Newsletter: Better Metrics, Better Outcomes, and Proof That Generative AI Works!

This article introduces an approach for selecting AI use cases and presents 20 possible support use cases.

6.10.23 Read Time: 2 Mins

ChatGPT – What is it and why should I care?

LLMs and generative AI can change the way you deliver service.  The key to success is finding the right use cases. Learn how.

6.1.23 Read Time: < 1

Generative AI at Work – A Must Read

This study provides tangible evidence of the potential benefits for generative AI in support.

5.2.23 Read Time: 2 Mins

Service Win Backs

If customers still use your product but have canceled their service contract, re-engage them through a win back program.

4.28.23 Read Time: 3 Mins

Community Metrics for Support

As Support develops social channels it must consider how to measure the impact of these strategies. This article introduces a few metrics to consider.

4.26.23 Read Time: < 1

Preparing For Next-Gen Service Technologies

Planning for and adopting the next generation of service technologies.

4.20.23 Read Time: 3 Mins

ChatGPT is Cool – Now, Let’s Make a Plan to Put It to Work.

It’s time to move beyond the hype of advanced AI models like ChatGPT. This article introduces 4 practical steps to define future use cases for self-help and optimized digital customer …

4.19.23 Read Time: 2 Mins

Strategies for the Successful Transition to a Subscription Model

Companies that attach services to their core products, professional services firms, and companies that sell their products as-a-service need to be aware of revenue recognition standard (ASC 606).

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.

4.10.23 Read Time: 2 Mins

Large Language Models vs Searchable Knowledge Bases: The Pros and Cons

LLMs with generative capabilities offer immense potential to change the way we present information, yet searchable knowledge bases are family and easier to maintain. This article compares the pros and …

4.8.23 Read Time: 3 Mins

The Effort Required to Build and Train a Large Language Model

The complexity involved with building and maintaining large language models may be beyond the reach of many companies today, but it does not mean that we can’t start thinking about …

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 …