TSIA

AUGUST 21, 2018

In working with our Support Services members to help them achieve their business goals, we often see some common challenges arise among Support organizations.

Customer Experience 40

Customer Experience Naming 40

TSIA

APRIL 19, 2016

At TSIA, we provide technology and services businesses with the insights they need to grow, advance, and achieve their desired outcomes in our rapidly evolving industry.

Research Software 40

Research Software User Testing Customer Feedback Technology 40

Userpilot

MAY 9, 2024

Happy customer service can be the difference between inconsistent revenue and a good bottom line. This article takes a deep dive, showing you what happy service really means and practical steps to keep customers happy throughout their relationship with you. How to measure customer satisfaction to ensure happy customer service?

Data Visualization 105

Data Visualization Reporting Tools Customer Experience Customer Feedback 105

TSIA

NOVEMBER 15, 2016

For a sample of the type of insight you will receive by taking advantage of this valuable resource that comes with TSIA membership, take a look at this SlideShare featuring 3 key research trends from TSIA's Support Services Benchmark Study.

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TechEmpower - Product Management

JULY 24, 2023

How many kinds of subscriptions do you support? Do you support discounts? Often this ties to marketing support. Registration Do you plan to support Google Sign-In, Facebook Connect, or similar 3rd-party authentication? For customer service? If you have boards or comments, do you support flagging?

Reporting Tools 208

Reporting Tools Analytic Tools Development CTO Coach 208

Product Talk

MARCH 13, 2024

A little background on Sam and her organization: Sam oversees the four product teams that manage two streaming services, ICI TOU.TV year transformation project where they merged all of the platform systems that supported the 2 streaming services and rebuilt all of their audience-facing applications across 12+ different platforms.

Research Software 293

Research Software Weak Development Team Feedback Software User Testing 293

TSIA

MARCH 21, 2014

Technology has improved the types of self-service offersings that support service teams can offer to their customers, but too often, the types of self-service programs are not used correctly, or customers struggle to get their questions answered through self-service platforms.

Development 40

Development Strategy Technology 40

Userpilot

APRIL 21, 2024

The one question that plagues all businesses alike: how to reduce support ticket volume? If you don’t work on effectively managing support tickets, you’ll see customer dissatisfaction rise and support agents struggle. Collect customer feedback to better understand product problems leading to support tickets.

Feedback Software 105

Feedback Software Analytic Tools Data Visualization Customer Feedback 105

Userpilot

AUGUST 30, 2023

Time to resolution is a critical customer service metric that can make or break your customer support’s reputation. Your proactive customer support demonstrates how much you care about your customer and persuades more customers to stick with your product or service. Why is time to resolution important?

Customer Experience 104

Customer Experience Onboarding KPIs User Testing Customer Feedback 104

TSIA

FEBRUARY 29, 2016

.” The response from attendees was so positive, I thought it was worth highlighting some of the content we covered in a blog post, especially in regards to preventative and proactive support. of onsite visits through the use of proactive support!

Webinar 40

Webinar Presentation Positioning Blog 40

Userpilot

JULY 31, 2023

If so, you’re in the right place, as this article discusses 15 tools that are excellent alternatives to Intercom and will help you optimize customer service processes and deliver outstanding self-service support. Help Scout is a customer service software offering shared inboxes, live chat, and in-app messaging.

Analytic Tools 98

Analytic Tools Feedback Software Reporting Tools Data Visualization 98

Intercom, Inc.

SEPTEMBER 21, 2022

And with that explosion in addressable market came an explosion in customer service requests. They helped companies cope with the volume of support queries they were receiving, but it came with a cost. The challenges of customer support today. For many customers, today’s support is time-consuming and frustrating.

Research Software 118

Research Software User Testing Customer Experience Vision 118

TSIA

JANUARY 31, 2019

Over the last several years, TSIA has been analyzing and forecasting the incredible disruption “as-a-service” technology (XaaS)offers will have on traditional technology business models.

Research Software 40

Research Software User Testing Technology Customer Experience 40

Userpilot

JANUARY 12, 2023

After-hours support in the form of self-service content can help your SaaS improve customer satisfaction. In this article, we cover: What after-hours support is and why you should offer it. 7 easy ways to provide after-hours support without breaking the bank. Automate support with contextual in-app support.

Embedded Analytics 98

Embedded Analytics Customer Experience Customer Satisfaction Software Review 98

Userpilot

NOVEMBER 19, 2022

Having trouble deciding which customer service KPI to use? There are some vanity metrics among the KPIs for customer service. So let’s look at the most important KPIs that will help you create strategies to provide superior customer service and boost retention. What are customer service KPIs?

Onboarding KPIs 98

Onboarding KPIs Data Visualization Reporting Tools Customer Experience 98

Userpilot

APRIL 30, 2024

TL;DR Customer progress tracking includes all the steps taken to monitor customer advancement toward a desired or set goal with your product or service. Adopt customer tracking software instead, such as: Zoho CRM : A customer tracking system for monitoring the entire customer lifecycle , from the sales funnel to marketing and support.

Data Visualization 105

Data Visualization Analytic Tools Feedback Software Reporting Tools 105

Intercom, Inc.

DECEMBER 10, 2021

Today, we’re unveiling the results of a new study that explores the impact that the global supply chain crisis is having on holiday shoppers and customer support teams. Read more: What is proactive support? The support leader’s guide to proactive support. Customer service reps feel the same.

Data Visualization 195

Data Visualization User Testing Reporting Tools Customer Experience 195

Userpilot

JULY 21, 2022

But how do you implement a customer service model correctly? Customer service is more than responding to email requests. You must ensure that your users have access to self-service support and human help at all times—which might get complicated in practice. A customer service model is necessary for customer success.

Feedback Software 98

Feedback Software Analytic Tools Data Visualization Customer Feedback 98

TSIA

AUGUST 5, 2014

Before we can scale support and success services for better revenue generation, we first need to better optimize the organizational capabilities of the people, technology, and processes that make it all happen. However, we never want to cut costs so much that we end up negatively affectingthe customer experience.

Webinar 40

Webinar Customer Experience Technology 40

Intercom, Inc.

JUNE 19, 2018

On a recent night out in London, Tristan Watson discovered the value of great customer support, when his bag full of electronics, video equipment and personal items was stolen from a pub. Using customer support to drive loyalty, engagement and revenue. Unfortunately, Tristan still had to handle charges on cards from two other banks.

Reporting Tools 216

Reporting Tools Research Software User Testing Customer Experience 216

Userpilot

MAY 13, 2024

TL;DR Customer feedback forms gather user insights and sentiments that allow you to improve your product/service. Track overall satisfaction with your product or service. Customer service experience. Overall, how would you rate your experience with our customer service team? Find support. Net Promoter Score (NPS).

Customer Feedback 105

Customer Feedback User Testing Feedback Software Product Research 105

Intercom, Inc.

MAY 26, 2022

First contact resolution (FCR) is a metric that measures how often your customers’ queries are resolved after their first call, email, text, or chat session with your company’s support team(s). One way of gauging that is by surveying customers after they contact customer support to check if their issues were resolved.

Data Visualization 210

Data Visualization Customer Satisfaction Product Research Customer Experience 210

Intercom, Inc.

AUGUST 23, 2022

That’s why companies should look to support – and retain – the customers they have. But what role does customer support play in this effort to retain customers? Why great customer support is the key to customer retention. In fact, 93% of customers are more likely to remain loyal to companies with excellent support.

Customer Experience 211

Customer Experience Data Visualization Customer Feedback Customer Communications 211

Userpilot

NOVEMBER 28, 2022

Interactive self-serve guides are getting popular for a good reason: customer service takes a lot of effort and careful planning, so any simplified way is welcome. To be effective with customer service, companies have to consider the product, audience, and the major channels customers like. What is customer self-service?

Feedback Software 98

Feedback Software Customer Experience Analytic Tools Embedded Analytics 98

Userpilot

MAY 6, 2024

Demographic information like age, gender, location, and income helps tailor services for different population segments. Technographic details on devices and platforms used to ensure compatibility and support across technologies. Product usage data Product usage data captures how users interact with the products or services.

Analytic Tools 105

Analytic Tools Data Visualization Feedback Software Research Software 105

TSIA

JULY 7, 2014

The field of support services is demanding, complex, and constantly changing. In technology support services, you are tasked with knowing what trends make smart investment sense, and what industry changes are short-term fads that you should not waste your resources on.

Strategy 40

Strategy Technology 40

Intercom, Inc.

MARCH 28, 2022

Third, the lines between sales, marketing, product, and support are blurring. When a customer reaches out with a question while they’re on a free trial, is that a support issue or a sales issue? But as with all technology, the right tools are only half the battle: you also need to ensure you’re using them in service of the right goals.

Reporting Tools 228

Reporting Tools Data Visualization Customer Communications Research Software 228

The Product Coalition

JANUARY 27, 2024

Product-Led strategy: User-Centric Approach, Customer-Centric Metrics Focus on self-service onboarding and scalability. It may become necessary to restructure the product organisation, allocating specific resources to professional services focused on custom implementations. Let us start by listing the high-level differences.

Feedback Software 128

Feedback Software Analytic Tools Onboarding KPIs B2B 128

Userpilot

MAY 24, 2022

Which is best for self-service support : chatbots vs knowledge bases? In today’s competitive business landscape, outstanding customer support is what can help you not only retain existing customers but attract new ones and boost retention. Want to start offering in-app self-service support? Let’s get started.

Feedback Software 98

Feedback Software Reporting Tools Customer Experience Data Visualization 98

Userpilot

NOVEMBER 3, 2022

The truth is self-service support has come to stay. A knowledge base is a self-serve repository of information about a product, service, or specific topics, created to guide users effectively. A good knowledge management process is essential to succeeding with self-service support. Sounds ridiculous?

Analytic Tools 98

Analytic Tools Feedback Software Customer Communications Data Visualization 98

Intercom, Inc.

APRIL 5, 2022

When it comes to customer support, there’s no substitute for the personal approach. Now more than ever, businesses are looking for a way to scale that personalized support. Phone support has been carrying that personal touch for support teams for decades. We didn’t want to eliminate the valuable option of phone support.

Inbound 209

Inbound Customer Experience Reporting Tools Messaging 209

Userpilot

SEPTEMBER 21, 2022

An in-app knowledge base enables you to take advantage of the self-serve support model for effective customer service delivery. Knowledge base software, also called help center software, helps you create, organize, and manage self-service content. Ready to learn how Userpilot helps you better support your users?

Analytic Tools 98

Analytic Tools Feedback Software Reporting Tools Data Visualization 98

Intercom, Inc.

AUGUST 11, 2022

But facing economic uncertainty coupled with fewer resources, support teams need to work smarter, not harder to increase loyalty. In today’s digital era, customer expectations are rising but many support teams lack the modern tools and strategies needed to provide personal, efficient support at internet scale.

Data Visualization 237

Data Visualization Download Customer Experience Strategy 237