On Demand Webinar

Pulse Session: The State of Social Support: 2016 Trends & Best Practices

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The technology services industry is rapidly evolving. A majority of service organizations are in the midst of creating a new omni-channel customer engagement strategy, with new interaction channels emerging, and customer preferences for support channels morphing. Are you keeping pace?

TSIA's 2016 Social Support Survey is now complete, and in this interactive On-Demand webinar, led by TSIA's John Ragsdale, VP Research, Technology and Social, find out customer channel preferences across assisted, unassisted, and social channels by age demographic, including a discussion on where to invest to meet the needs of today's customers, as well as tomorrow's customers.

In addition, the On-Demand webinar will address:

  • Trends and best practices for online support communities, including service level agreements (SLAs) and CRM integration.
  • Adoption of social media support, employee skills and training, and a look at which social channels are supported by TSIA members.
  • The importance of establishing a social listening program in order to proactively monitor Voice of the Customer and Customer Effort Scores.

You'll also learn how to participate as a member of TSIA, the leading association focused on building and optimizing successful technology service businesses.

Register for this On-Demand TSIA Pulse Session now!

Presented By:

John Ragsdale

VP Research, Technology and Social, TSIA

Publish Date: January 29, 2016