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To provide the support that customers expect, you have to engage them through their channel of choice. Plus, you have to provide a consistently great customer experience no matter which channel they choose. Many users today turn to self-service support first, expecting a quick search to return helpful results. If you haven’t revisited your support website and knowledge base lately, you are missing an opportunity to improve both customer loyalty and business efficiency. Self-service best-practices have evolved steadily over nearly two decades, but the pace of innovation driven by today’s app economy has redefined how users expect to have their questions answered and problems solved. Hear how CA Technologies approached the challenge of rethinking its self-service support offerings. Learn what data drove their decisions; what changes they made to processes, technologies, and engineering roles; as well as what impact that had on their business in an omni-channel world.
VP, Global Customer Success, CA Technologies
Publish Date: May 5, 2016
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Peg Rodarmel, SVP, Subscription Services, Infor
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