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Tuesday, February 23, 2016 02:00 PM EST / 11:00 AM PST
 
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 Customers are changing: so must the way in which brands support them.

In a recent survey, more than half of connected consumers say that efficiency, ease of service, support and assistance determines brand loyalty.


Technology support is no longer just about just break/fix; access to intuitive support must now accompany the customer through every stage of their journey with your products – from purchase to installation, through use and troubleshooting, all the way to upgrade – in order to strengthen customer loyalty. We call this new paradigm of support “Connected Support.”

Attend this webinar to learn:
  • How the shift in focus from troubleshooting to customer success is changing the technology support landscape
  • How to effectively address the growing demand for self-service support as consumers become more independent
  • How combining in-app or web-based self-service with easy escalation to assisted channels is reducing customer effort
  • How we’ve seen Upclick and other customers adapt their traditional approaches to support

Join us if you are a:
  • Customer Success/Support/Service/Experience Executive or Manager
  • Contact Center/Call Center Operations Executive or Manager
  • Product Manager or Product Executive responsible for self-service support

Presenters

Astrid Dando
Project Lead
Upclick


Damien Howley
Senior Director of Customer Success
Support.com


Moderator

Paula Bernier
Executive Editor
TMC