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Customers have been gravitating toward more in-depth virtual interactions with support and sales teams, and the COVID-19 crisis has only accelerated this trend.
Not only are product companies under pressure to enable virtual experiences for customers, the scope of these experiences are deepening, and the propensity for virtual interactions is likely to continue, even after the crisis ends.
TSIA members are asking what tools are available to improve the effectiveness of remote interactions between employees and customers, and this report provides an overview of various approaches to virtual engagement.
Companies should invest in platforms that enable multiple levels of virtual interaction, allowing customers to drive which approaches they prefer, without sacrificing level of effort, security, or capturing of interaction details in customer history.
Distinguished Vice President, Technology Research, TSIA
Senior Research Associate, Enterprise Technology, TSIA
Publish Date: April 1, 2020
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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