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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.
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
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.