{"id":251717,"date":"2021-02-10T00:00:00","date_gmt":"2021-02-10T05:00:00","guid":{"rendered":"https:\/\/www.servicexrg.com\/blog\/2-keys-to-preventing-support-issues\/"},"modified":"2026-01-16T11:32:13","modified_gmt":"2026-01-16T16:32:13","slug":"2-keys-to-preventing-support-issues","status":"publish","type":"post","link":"https:\/\/www.servicexrg.com\/blog\/2-keys-to-preventing-support-issues\/","title":{"rendered":"Keys to Preventing Support Issues"},"content":{"rendered":"
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Our research has revealed that nearly a third (32%) of Support demand stems from questions related to either installation, configuration, or setup. This understanding gives companies an immense opportunity to reduce this demand\u2014and we see two major keys to preventing Support issues on an ongoing basis.<\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n

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Preventing Support issues starts with customer knowledge.<\/h2>\n

The more that your customers know, the more capable they are with your product, the less they will require Support. Therefore, we see the two keys to Support issue prevention as\u00a0Onboarding<\/strong>\u00a0and\u00a0Training.\u00a0<\/strong>It then follows that effective customer onboarding and training will require planning and action on the part of your organization.<\/p>\n

The opportunity for greater Support issue prevention is very real: Currently, fewer than a third (28%) of companies have proactive engagement efforts in place to help prevent Support issues. What\u2019s working for them?<\/p>\n

Key #1: Onboarding<\/h3>\n

Proactive Support includes formal efforts to onboard customers with planning resources, as well as guidance and expert resources to assist with installation and configuration. Proactive Support is also triggered by remote monitoring, alerting, and product \u201ccall-home\u201d features.<\/p>\n

Formal onboarding allows companies to proactively engage customers before they need assisted support. Onboarding practices and resources may consist of digitally available \u201cgetting started\u201d checklists, best practice guides, or self-paced training (\u201ctech touch\u201d). Onboarding may also include formalized planning, account management, and coaching with onboarding experts (\u201chigh touch\u201d).<\/p>\n

Key #2: Training<\/h3>\n

\u201cHow to\u201d questions are another significant source of Support issues. Companies can head off such questions with formal efforts to help customers develop proficiency with their products. These efforts can include (but aren\u2019t limited to) training, knowledge transfer, best practice guides, and coaching.<\/p>\n

Be proactive, be\u00a0early<\/em>\u00a0when it comes to preventing Support issues.<\/h2>\n

Companies that can help customers with formal onboarding and training programs in the early stages of new product adoption are best positioned to mitigate Support demand because:<\/p>\n

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  • They better equip customers to use the product(s) (and get maximum value) from the start.<\/li>\n
  • They connect customers to the resources they need to resolve issues themselves.<\/li>\n<\/ul>\n

    Not only do proactive, early onboarding and training prevent more Support issues, they also contribute to Customer Success and increased customer lifetime value.<\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n","protected":false},"excerpt":{"rendered":"

    Our research has revealed that nearly a third (32%) of Support demand stems from questions related to either installation, configuration, or setup. This understanding gives companies an immense opportunity to …<\/p>\n","protected":false},"author":4,"featured_media":251718,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":"","_wp_rev_ctl_limit":""},"categories":[46,50,9],"tags":[59,92,37,33,61,95,112,57,87],"class_list":["post-251717","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-support","category-scale","category-process","tag-adoption","tag-best-practice","tag-customer-support","tag-metrics","tag-onboarding","tag-prevent-issues","tag-proactive","tag-self-help","tag-training","post_outcome-deliver-support-effectively","post_activity-adoption","post_activity-onboarding","post_activity-prevent-issues","post_activity-support","post_activity-training"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/posts\/251717","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/users\/4"}],"replies":[{"embeddable":true,"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/comments?post=251717"}],"version-history":[{"count":6,"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/posts\/251717\/revisions"}],"predecessor-version":[{"id":254946,"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/posts\/251717\/revisions\/254946"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/media\/251718"}],"wp:attachment":[{"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/media?parent=251717"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/categories?post=251717"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/tags?post=251717"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}