Conference Presentation

Expanding the Chat Experience Through Enhanced Tools and CRM Integration

This report is for members only

Ask about TSIA membership to access.

Already a TSIA Member? Sign In.

With the growing shift toward online support services, there is a major movement toward chat being the preferred communication medium by our customers. To properly support this shift, chat tools need to provide much more functionality that just sending text between customer and user. Providing a tool-rich chat environment and integrating that experience with the CRM tools to capture what was communicated, while also capturing remote session recordings, system information, and file transfers, and having all of that data end up in the case is critical. This is how we did it.

Presented By:

Travis Floyd

Principal Program Manager, Symantec

Publish Date: October 24, 2017

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.