Conference Presentation

Using Crowdsourcing to Scale and Deliver Technical Support

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Technical support departments are constantly looking for ways to provide better, faster support. High-priority cases get worked and lower-priority cases tend to sit for long periods of time. But how does a growing B2B company with increasing case volume keep up without having to add headcount? We know that some of our top customers and partners are as knowledgeable about our products as our support engineers. By using crowdsourcing software we are able to route support tickets to these experts to answer basic questions and have been able to deliver faster responses thereby increasing customer satisfaction.

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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