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Did you know 70% of customers attempt self-service during their resolution journey, however just 40% of today's case volume are resolved via self-service channels? Service leaders know they need to invest in digital self-support capabilities, but how should they get started on creating a digital self-support experience that offers frictionless and intuitive paths for customers to find answers?
In this session, Salesforce's Bernard Slowey and Nick Sweers will offer a peek into their digital support experience transformation, including how they narrowed this industry experience gap by mapping the customer journey and building an experience that resolves cases quickly while keeping customers satisfied.
VP, Digital Customer Support, Salesforce
Director, Digital Customer Support, Salesforce
Publish Date: May 27, 2022
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
The Technology & Services Industry Association (TSIA) is dedicated to helping technology and services organizations large and small grow and advance in the technology industry. Find out how you can achieve success, too. Call us at (858) 674-5491 or we can call you.