Shift Left, All the Way into the Product

The strategy of shifting work left to lower cost channels has been around for a long time. The question is how far left can you go, and have you ever considered shifting into the product? In-product guidance is growing in popularity and has the potential to improve the client experience and lower costs through deflection of cases. We will share our journey of implementing this solution on our cloud platform and highlight the results and lessons learned. Please join this session for a demo of the solution and an honest discussion on what you need for a successful implementation. We will also share the analytic capabilities behind the tools that give us insight into the usage patterns of our customers.