As we navigate the end of the year, it’s time to focus on a plan for customer support in 2024.
Navigating the AI Revolution in Support
AI is likely a top of mind initiative as it should be. While we embrace the transformative potential of AI, it’s crucial to remember that the most successful support strategies involve a blend of innovative tools and solid foundational elements.
Three Pillars of a Successful Support Plan
- Strategic Alignment: Ensure that your Support plan is aligned to contribute significantly to your strategic objectives.
- Metrics and Measurement: Equip yourself with the means to measure what you do and how well you do it.
- Empowerment through Enablement: Enable your support initiatives with necessary investments.
SETTING THE RIGHT GOALS FOR 2024
Effective Support planning begins by understanding what the end objectives are. By aligning your Support efforts and actions directly to your business outcomes, you ensure that your resources are channeled towards initiatives that truly matter and make a difference.
To aid you in planning, we’ve compiled an extensive body of research to introduce The Support Contribution Index. This methodology is designed to quantify the value of your support initiatives and correlate your Support efforts directly with tangible business outcomes. Click here to learn more.
Explore Additional Resources:
The Road to Support Efficiency and Better Outcomes
Evaluate Your Strategy: Take the Service Health Check Now
NEW METRICS FOR DEEPER INSIGHTS
As you strategize for 2024, challenge yourself to look beyond the conventional metrics. Explore new and innovative indicators that provide deeper insights into the efficiency and effectiveness of your support initiatives.
Check Out Resources to Get You Started:
14 New Metrics For Better Support Insights
Measuring Service Contribution
The Deflection Gap: Why Self-Help Comes Up Short
BETTER ENABLEMENT
Adequate investment in the right people, tools, and processes is necessary for success in 2024. While AI will undoubtedly play a pivotal role in Support enablement, remember, success happens when AI complements human expertise.
Explore Resources to Strengthen Your Team:
AI for Support: Use Cases, Risks, and Quick Wins
The Transformation of the Service Organization
Benchmark Your Self-Services Now
You’re Not Alone on This Journey
There’s a lot to get done, but you’re not alone. We’re ready to assist and answer your questions – no chatbots, just real, human support.
Book Your Free 2024 Strategy Session Today.
Tom Sweeny | Founder & CEO
We believe that great services are the key to great business outcomes.
Since 2004, we have guided Service and CX leaders in their pursuit to optimize delivery strategies, adopt technology and automation, improve organizational effectiveness, and transform the role and impact of services.
We are dedicated to helping Chief Customer Officers, Customer Success leaders, and Support leaders succeed with services by evolving capability maturity resulting in better business outcomes.