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Conference Presentation

Best Practices: How Adobe and WatchGuard Are Delivering Effortless Support Experiences

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Great companies empower customers to self-serve, equip support professionals to resolve cases with speed and precision on their own, and build KM and KCS programs that reward contribution and collaboration. Join this interactive panel discussion to learn how companies including Adobe and WatchGuard are using intelligent search technology to support their self-service and knowledge management strategies. You’ll learn how they are creating secure, ‘virtual knowledgebases’ that tap into the many systems, communities, and applications where critical information resides to make self-service and support more effortless for everyone. And, you’ll walk away with best practices to help your organization implement a successful self-service strategy, boost case deflection and increase the efficiency of your support center.

Presented By:

John Ragsdale

VP Research, Technology and Social, TSIA

Jennifer MacIntosh

VP, Customer Success, Coveo

Anand Gurunathan

Director, Customer Experience Technology Services, Adobe

Publish Date: May 4, 2016

TSIA is well worth the investment. This is the one place where you can come and get a fusion of ideas that you can then marry up to the goals and objectives of your organization and boil that down into several actionable plans that you can implement over the next 6 months to a year.

Peg Rodarmel, SVP, Subscription Services, Infor

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