This content is currently only available to TSIA members.

If you believe you are seeing this message in error,
please let us know.

Conference Presentation

Digital Self Support: Salesforce’s Transformation

This report is for Support Services members only

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:

Bernard Slowey

VP, Digital Customer Support, Salesforce

Nick Sweers

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

Experience Our Community

Our thriving community of 35,000 services leaders rely on TSIA insights every day.