About TSIA
Senior Leadership
Research Team
Advisory Board
Partner with TSIA
Diversity, Equity, and Inclusion
TSIA Giving Program
Customer Growth and Renewal
Customer Success
Education Services
Field Services
Managed Services
Professional Services
Service Offer Management
CRO Council
Support Services
XaaS Channel Optimization
XaaS Product Management
Membership
Pricing
Advisory Services
XaaS Speaking Engagements
STAR Awards
Become a Member
Resource Library
Webinars
TSIA Blog
Podcast
TSIA Books
Digital Transformation
Why TSIA
Our Data
Our Community
Outcomes
If you believe you are seeing this message in error, please let us know.
Ask about TSIA membership to access.
Already a TSIA Member? Sign In.
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.
Presented By:
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