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When a subscription business takes off incoming cases, inevitably will increase as well. Our challenge as customer support professionals is to scale our help, minimize effort for the customer in that support experience, and do it all cost effectively. At Autodesk, we leverage our community in 3 ways as an integral part of the help mix: to help answer more than 30M questions being asked in the product forums every year, to provide leadership in the community through our Expert Elite Program, and to answer real 1:1 cases on a "pay for resolution" basis in an ambitious and somewhat controversial sourcing strategy. We're getting it done with key performance indicators that many customer support leaders would kill for. If you'd like to hear more about what we did and learnt along the way "good and bad" this is the session for you.
Publish Date: May 8, 2018
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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