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Conference Presentation

Pre-Conference Keynote: Self-Service 2.0: Embedding Support into Applications

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Despite unprecedented spending on customer portals and self-service tools, satisfaction with self-service remains lower than any other assisted or unassisted channel, and self-service success and deflection rates are flat. In this session, we will explore various approaches to embedding knowledge and support into applications, to boost adoption and customer success by allowing customers to find information or assistance without navigating to another website or mobile app.

Presented By:

John Ragsdale

VP Research, Technology and Social, TSIA

Publish Date: October 23, 2017

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