Support Leaders need a reliable way to connect the effort of Support teams to the value they deliver to the business.<\/p>\n
Introducing the Support Contribution Index, a\u00a0method to quantify the value of Support by connecting the level of Support effort to tangible business outcomes.<\/p>\n
The objective of this Index is to quantify the impact of Support\u2019s efforts to help customers and move beyond measures focused on the volume and speed of cases closed.<\/p>\n
The Support Contribution Index provides a basis to quantify how Support contributes to tangible business focused outcomes including:<\/p>\n
Although Support may not specifically \u201cown\u201d these outcomes, it certainly can contribute significantly to help companies achieve these goals.<\/p>\n
We have created an institutionalized belief that volume of transactions, speed of closure, and satisfaction are the extent of Support\u2019s contributions to the business.<\/p>\n
This is not enough.<\/p><\/blockquote>\n
To measure Support\u2019s Contribution, consider the extent to which Support delivers the following benefits:<\/p>\n
OBSTACLES REMOVED<\/h5>\n
Cases resolved resulting in customers\u2019 unimpeded path to full adoption.<\/p>\n
RISK MITIGATED<\/h5>\n
Support actions taken to put customers at a lower risk of operational disruption caused by security, performance, or reliability issues.<\/p>\n
RELATIONSHIP HEALTH IMPROVED<\/h5>\n
Support actions taken to improve the overall health of the relationship.<\/p>\n
ADOPTION ACCELERATED<\/h5>\n
Support actions taken to accelerate product use (license consumption and feature consumption).<\/p>\n
INSIGHTS APPLIED<\/h5>\n
Actionable feedback from support interactions applied to nurture relationships, make better products, and drive expansion.<\/p>\n
You can include or exclude other benefits that align to the unique nature of your business.<\/p>\n
How to Feed the Support Contribution Index<\/h2>\n
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- Train your support team to capture the nature and result of a closed case.<\/strong> Have them indicate what benefit they delivered to the customer.<\/li>\n
- Leverage voice of the customer initiatives.<\/strong> Go beyond asking about satisfaction and level of effort and ask them how you helped them.<\/li>\n
- Extract value delivered from unstructured customer interactions.<\/strong> Leverage text extraction and data analytics tools. AI tools excel at this, put them to work to find the value in your unstructured digital support interactions.<\/li>\n<\/ul>\n
The Bottom Line<\/h2>\n
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- Quantify tangible Support value delivered.<\/li>\n
- Connect Support efforts to what the business values.<\/li>\n
- Communicate Support\u2019s contributions to others across the business.<\/li>\n
- Do it efficiently.<\/strong><\/li>\n<\/ul>\n
Ready to Evolve Your Support Metrics?<\/h2>\n
If you\u2019re interested in transforming your Support metrics to demonstrate true business value,\u00a0Contact ServiceXRG<\/a>\u00a0to request access to the NextGen Support Benchmark Toolkit through our\u00a0website<\/a>, online chat, or by\u00a0e-mail<\/a>.<\/p>\n