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!

Presented By:

John Ragsdale

VP Research, Technology and Social, TSIA

Sampath Gomatam

SVP Product, Support.com

Publish Date: November 19, 2015