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On Demand Webinar

Improving the Support Experience with Intelligent Case Swarming

Providing a standout support experience sometimes requires enhanced collaboration between support and subject matter experts. Solving customers’ hard problems can be an “all hands on deck” scenario, and support teams need more seamless approaches to enabling the ability to “swarm” to trouble spots. In addition, a new set of metrics and policies are needed to properly measure the success of swarming initiatives.

In this webinar, Francoise Tournaire, author of “The Art of Support” and founder of FTWorks, Marilyn Lin, VP Customer Support Experience at Mulesoft, a Salesforce Company, and Martin Schneider, Chief Evangelist at SupportLogic, will seek to define what makes for a successful approach to collaborative support, how to avoid potential pitfalls, and how to measure success. We will also cover:

  • How swarming helps provide more proactive, specialized support.
  • How to balance people, process, and technology in your swarming initiative.
  • Some real-world examples of successful swarming programs.

Join us on June 9th at 11:00AM PT and learn how to initiate or improve your own approach to case swarming.


Presented By:

Martin Schneider

Chief Evangelist, SupportLogic

Marilyn Lin

VP, Customer Support Experience, Mulesoft

Francoise Tourniaire

Founder, FTWorks

Publish Date: June 9, 2022