Conference Presentation

Innovative Online Support

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Your customers want immediate answers to their service and support questions. They want you to meet them where they live, in real time, quickly provide the technical expertise they seek, and engage with them in their local language. Investing in innovative processes and tools to improve and expedite the customer service experience is imperative for world-class service organizations. From meeting multiple sources of demand to addressing diverse service channel and language requirements, successful service organizations understand that they must innovate to meet customers' new and expanding business needs.

The demands on your customers' time are high, they can't waste precious minutes on hold or waiting for a call back. This is why live chat has become the preferred support channel to initiate service requests and quickly find answers to support questions. Fast, clear, descriptive communication expedites issue resolution, for both technical and non-technical situations. Your customers are constantly on the move and want access to service request updates 24x7.

Providing a support mobile app enables your customers to stay informed and view and track their service requests anytime, anywhere. Secure mobile access to service requests empowers customers with real-time information.

Today's IT users want to engage in self-service activities and proactively manage the health of their environment. Your customers' online service experience should be uniquely tailored to meet their needs: their preferred channels, their environment, their history. A highly customizable experience, founded on best-in-class technology and design, is the future of online service. Create a personalized, proactive, and information-rich service experience so you and your customers can harness the power of vast amounts of information.

In this session, learn about the importance of investing in innovative capabilities to meet multiple sources of demand and address diverse service channels. We'll discuss four key components of creating an innovative, proactive, and personalized online support strategy to evolve and transform your support organization.

Presented By:

Julie Larsen

Vice President, Customer Services Inoovation, EMC Corporation

Susan Rich

Senior Program Manager, Customer Services Innovation, EMC Corporation

Publish Date: October 22, 2013

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

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