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TSIA is always surprised by the ongoing lack of collaboration between Education and Support Services organizations. The synergies seem obvious. A trained customer understands a deeper level of product functionality, which results in greater product adoption and less demand for assisted support cases. Feedback from Support to Education on the most common “how to” customer questions provides insight regarding content improvements that enables Education to more accurately document and address these common questions and highlights possible needs for additional education service enablement. Yet, these two organizations largely function in their respective silos.
In this 45-minute webinar, Maria Manning-Chapman, VP, Education Services Research, and Dave Baca, Director, Support Services Research, will discuss why bridging the gap between Education and Support Services is essential to improving the customer experience, helps to drive higher product adoption, and helps support to scale more efficiently by reducing the amount of ‘how-to’ questions that unnecessarily consume support resources.
We will also share key collaboration practices and cover the following:
VP, Education Services Research, TSIA
Director, Support Services Research, TSIA
Publish Date: December 15, 2020
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