Conference Presentation

Social's Role in Enabling Support for XaaS

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When launching new "anything as a service" offerings, creating a dynamic support program is an imperative. Particularly for cloud-related products and services, social support plays a critical role. In this session, TSIA’s John Ragsdale will present the findings of the 2016 Social Support Survey, and illustrate an Outcome Chain highlighting the importance of social listening, online communities, and current trends in supporting enterprise customers via social media channels. For newly launched XaaS programs, social listening can play a significant role in understanding the true voice of the customer related to products and services, as well as providing insight into customer loyalty, product quality issues, service process problems, and customer effort scores.

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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