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On Demand Webinar

Delivering a Proactive and Predictive Support Experience: How to Really Do It!

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Support organizations today are under extreme pressure to improve their efficiency and adopt a more proactive approach to resolving cases and improving the customer experience. Imagine being able to identify and predict the customers most likely to escalate and be able to proactively intervene to prevent those escalations, while more intelligently managing case backlog.

Join TSIA’s John Ragsdale and Nir Galpaz, who will share 8x8’s journey and learnings from how they have become a more proactive and predictive support organization.

In this session you’ll learn:

  • Capabilities (people, processes, tools) needed to deliver a truly proactive support experience.
  • How to leverage AI and customer signals to predict and prevent escalations.
  • How to proactively improve the customer support experience and be an asset for customer success to protect and grow renewal revenue.

 

Presented By:

John Ragsdale

Distinguished Researcher, Technology Ecosystems, TSIA

Nir Galpaz

VP, Technical Services and Support, 8x8

Joe Andrews

CMO, SupportLogic

Publish Date: August 24, 2021