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As the usage of the system and/or application grows, it is paramount to create self-service contact channels to reduce the number of tickets getting opened. Selecting and promoting digital channels such as web portal, mobile app, interactive voice response system, SMS, and emails, and using support tools such as CRM and ticketing becomes critical for a better customer experience. The task does not complete once a system, self-service and support tools are deployed, but continuous data analysis and continual customer experience improvements need to be a part of the solution lifecycle. A good designed and mature system with continual improvements and supported by support tools, performance measurement tools and contact channels leads to a better customer experience.
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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