SupportIndustry.com - White Papers

Customer Support Megatrends and Next Practices: 2010 Update

As mobility, online communities and social networks collide with globalization, support organizations find themselves in the eye of the storm. They are buffeted by powerful winds of change, increased expectations from CxO's and the imperative to build competitive advantage through all-channel customer support. Updated in 2010, this white paper discusses the eight megatrends transforming customer support organizations today, and best practices to make the most of the unique opportunities each megatrend presents.

DOWNLOAD the white paper now!

[Full Article] Jul-20-2010

White Paper: Customer Service in a Challenging Economy

Ask yourself these 5 questions to analyze whether your organization is providing a customer service experience that differentiates you from your competition, and then implement a plan to take action.

1. Where are you hard to do business with? Consider your website, phone system, email response time, physical layout, process and policies.
2. What rules do you need to eliminate? Most rules are written for 3% of your customers.
3. Are you one mistake away from losing a customer?
4. Who needs to go? The right people are crucial to your company's success.
5. Would you want to do business with your organization?

Read this white paper to discover strategies for improving the customer experience.

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[Full Article] Jul-15-2010

KM whitepaper for service and support: Making Support Social

The revolution will not be televised. But it may be on YouTube.

Social media is fundamentally changing how businesses and their customers interact. And nowhere will the impact of the social web be stronger, or more beneficial, than in Service and Support. It's true that Marketing is pioneering the enterprise's involvement with the social web. But for them, it's a double-edged sword. Brands are no longer in the control of advertisers, but in the words, messages and videos of consumers.

Co-written by industry guru and KCS expert David Kay, this paper examines broad trends in social media, and then provides specific guidance on how to use social media to deliver support better, faster and cheaper.

Read the free white paper now, compliments of Consona.

[Full Article] Jun-17-2010

Service and Support Whitepaper: Knowledge Management is NOT an Add-on!

A vendor with a knowledgebase module for sale is telling you that they think knowledge is an extra, a side dish to the CRM main course. Nothing could be further from the truth. Knowledge management must be the core of any successful service and support deployment, not an add-on module.

Knowledge is power, but only when it is deeply integrated into the customer experience, the agent experience and the enabling technology.

In this paper industry thought leaders David Kay and Tim Hines explore the astonishing power of knowledge to support every channel, speed problem resolution and drive a better customer experience.

Read the free white paper now, compliments of Consona.

[Full Article] Jun-17-2010

SupportIndustry.com Research: Average Speed to Answer, Wait Time and Handle Time

Today, computers and mobile phones enable us to access information immediately, and in almost any location. It is in this environment that our customer's expectations have also evolved - they want to have their service and support inquiries answered and resolved immediately. A recent SupportIndustry.com survey of 50 senior-level service and support professionals asked participants what their Average Speed to Answer was. The largest majority - 32% - reported it took one minute or more to answer.

View the entire report:

[Full Article] Jun-08-2010

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