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Conference Presentation
Digital Self Support: Salesforce’s Transformation
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:
Bernard Slowey
VP, Digital Customer Support, Salesforce
Nick Sweers
Director, Digital Customer Support, Salesforce
Publish Date: May 27, 2022
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