Forum Discussions (139)

Featured Discussions

Positioning Up-Time in a SaaS Offering

We’ve always been a traditional, on-premise software vendor. We are now starting out in the hosted solution arena and are considering how t…

Started by Brad Cox in Tech ServicesLatest Reply

Definition of a "How To" issue?

Hi all, we are looking to send "How To" issues on our products to our forums rather than have them come into a 1:1 Service Request.  The ke…

Started by Brian Kling in Tech ServicesLatest Reply

CSAT Surveys for In-Process Service Requests

I'm looking for feedback on any service providers that utilize customer surveys for incidents/service requests that are in a 'Open/In-Proce…

Started by Kelly Mitchell in Tech ServicesLatest Reply

Discussions Replies Latest Activity

Integrating Salesforce CRM with CTI

We are currently deploying Salesforce.com as our CRM solution in our services group.  One aspect of our solution is integrating Salesforce…

Started by Dan Dorgan in Tech Services

3 Aug 13
Reply by Patrick Hogan

Support spend as a % of revenue in SaaS

I am looking for some benchmarking info on how much SaaS companies spend on customer support (technical support) as a % of subscription rev…

Started by Dave Canelis in Tech Services

1 Nov 19, 2013
Reply by Dave Canelis

WHAT is the VALUE of VIDEO?

You have to admit Amazon Kindle's Mayday support offering is interesting.  In case you haven't seen it yet: http://www.t3.com/news/amazon-m

Started by Tracy Romine in Tech Services

0 Oct 20, 2013

Definition of a "How To" issue?

Hi all, we are looking to send "How To" issues on our products to our forums rather than have them come into a 1:1 Service Request.  The ke…

Started by Brian Kling in Tech Services

3 Oct 18, 2013
Reply by Tracy Romine

Labor Margin vs Project Margin

Curious as to how people are differentiating, or if they are differentiating, labor margin vs project margins. I have always calculated lab…

Started by Dave Canelis in Tech Services

0 Aug 6, 2013

Who owns CSAT?

Who owns the CSAT program (including Surveys/NPS, etc) in your organization? Is it Services? Support? Marketing? Sales? A dedicated Custome…

Started by Jennie Leigh in Tech Services

4 May 9, 2013
Reply by Jennie Leigh

Call Center Performance Monitoring - looking for Company who provides management service

 Looking for company who does call center performance/efficiency monitoring, preferably based in Europe but global would be ok. Intent to i…

Started by Donal Crotty in Tech Services

2 May 8, 2013
Reply by Andy Rutherford

Training Professionals Titles

I wanted to consult with you re Training Professionals Titles. ·        what is the title for those delivering training? instructors, train…

Started by Osnat Benari in Tech Services

7 Apr 1, 2013
Reply by Jennifer Mitchell

What's best to measure actual days to resolve or CSAT against resolution timeliness?

Hi Everyone,   After providing some data for benchmarks in a Rated Outstanding certification I realised our DTR is much higher than industr…

Started by Kevin Snapes in Tech Services

0 Feb 20, 2013

Support through social channles

Hi,  Does anyone have a specific SLA for response time in social channels? (FB, Twitter) Thanks,  Asaf. 

Started by Asaf Tannenbaum in Tech Services

1 Dec 5, 2012
Reply by Dmitry Min

RSS

© 2014   Created by TSIA Administrator.

Badges  |  Report an Issue  |  Terms of Service