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May 18By Françoise Tourniaire Technical Support Leave a comment

Measuring the Effectiveness of Digital Support

Many thanks to James Ayscue for inspiring this topic. We all know that support websites are important. But how do we know that they actually

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September 16By FT Works Technical Support Leave a comment

Who owns the support website?

Many thanks to Tina Yarovsky for suggesting this topic. We’ve designed many support websites, and with every project comes the question of ownership of the

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June 17By FT Works Technical Support Leave a comment

Do communities and social support work?

Many thanks to Tony Long for suggesting this inquiry on whether social support and communities really work. Many support organizations have rolled out social channels but few

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March 25By FT Works Technical Support Leave a comment

The New ASP Top 10 Scoring System

After decades of holding its Top Ten Support Websites competition and months of concertation with judges, ASP just unveiled a new scoring system, which will

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January 30By FT Works Technical Support Leave a comment

Love it or Hate it: Website User Tours

  I’m starting a new theme for posts, “Love it or Hate it”, to present pros and cons arguments about various ideas, beliefs, and attributes

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February 10By FT Works Technical Support Leave a comment

Are you proud of your support website?

ASP has opened its annual “Ten Best Support Websites” awards so you can get going with your application. There are awards for small, medium, and large

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November 28By FT Works Customer Success, Technical Support Leave a comment

7 Ways Your Support Website Frustrates Users

You’re probably “too busy” to use your own support website, but do take a quick look. Do you experience one or several common user frustrations?

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October 17By FT Works Customer Success, Technical Support Leave a comment

Ideation: A New (Better!) Way to Manage Enhancement Requests

For most support organizations, the enhancement request process is broken. It unfolds like this: The customer opens a case to request a new feature After

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September 13By FT Works Technical Support Leave a comment

The Great Support Websites workshop returns in November

After a successful inaugural run this summer, the Great Support Websites workshop is back this fall, for five 2-hour sessions on November 29, 30, and December

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July 7By FT Works Technical Support Leave a comment

Last Call for Website Makeovers!

Would you like to get an impartial, detailed critique of your website that highlights the top 2-3 changes that would make the most difference to

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Recent Posts

  • The FT Works Support Maturity Model — for MetricsDecember 21, 2020

  • Alerts are Killing Us–And What to Do InsteadDecember 15, 2020

  • Are you using Customer Success as a cover-up?November 30, 2020

  • The FT Works Support Maturity Model — for ToolsNovember 16, 2020

  • Can Support and Customer Success thrive together?November 2, 2020

  • The FT Works Support Maturity Model — for PeopleOctober 29, 2020

  • Take a breath: managing remotely for the long runSeptember 29, 2020

  • Congratulations to NetAppSeptember 28, 2020

  • The FT Works Support Maturity Model — for ProcessesSeptember 24, 2020

  • Measuring Case Deflection, and Other Tales of Knowledge Management EffectivenessAugust 31, 2020

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