Conference Presentation

Leverage Chat to Empower Customer Self-Help and Increase Utilization of Your eServices Support Channels

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In this session, you will hear about how the journey to enterprise-level chat is an exciting one that includes a paradigm shift from the traditional support agent call-back model to a more direct, synchronous model across the globe and across business units. Learn about chat best practices and lessons learned as well as key considerations when considering multilingual chat.

With a 700% increase in chat traffic, customers both large and small engage in chat sessions to quickly engage with technical and support experts. Customers are realizing faster response and resolutions times for their technical and support questions and issues. In fact, customers benefited from a 250% faster time-to-relief and a 15-25% increase in service requests closed in less than 24 hours. And customer satisfaction with chat is approaching 90%, the highest among our entire suite of online support tools. 

During this presentation, we'll discuss four key components of creating a successful chat and online support strategy that can help you evolve and transform your support organization.

Presented By:

Julie Larsen

Vice President, eServices, EMC

Chris Gardner

Director, eServices, EMC

Susan Rich

Program Manager, eServices, EMC

Publish Date: June 13, 2016

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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