On Demand Webinar

Revolutionize Support: Embedded Support & Knowledge Delivery

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Does your support organization have what it needs to provide relevant & contextual self-service support to your customers where & when they need it?

TSIA Research states that 67% of customers prefer self-service support, compared to only 20% who prefer phone support. (TSIA 2015 Social Support Survey.)

Do your support teams have access to current, accurate knowledge and context to provide a seamless transition from self-service to live agent help and streamline the support experience?

According to a recent survey by TSIA, the largest percentage of time of your support agent, 26%, is spent on researching the problem to identify a resolution. (TSIA 2015 Knowledge Management Survey.)

Listen to this 30-minute On-Demand webinar with John Ragsdale, Vice President of Research at TSIA, and Sampath Gomatam, Senior Vice President of Product at Support.com, as they discuss:

  • Insights from TSIA's latest research on challenges with current knowledge approaches and related business impact
  • Ways to consolidate access to information and structure knowledge for guidance specifically geared towards support interactions
  • The emergence of embedded support into mobile and web apps to provide a unified customer experience and boost adoption
  • How maintaining context across support interactions can enable delivery of customized knowledge at the point of need
  • How embedded support and on-demand knowledge delivery can have a significant impact in improving support productivity, reducing customer effort, and increasing customer satisfaction and product consumption

Register for this On-Demand webinar today!

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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