The Big Miss
Why So Many of Your Customers Are Going Unhelped (and How Knowledge Management Can Help)
August 29 | 10:00 AM PST | Live QA
What you'll learn in this webinar
The data speaks for itself: most customers prefer to self-serve rather than contact you, whether that’s to buy your products or ask you for help in fixing them. The question is, what are you doing to meet this growing demand?
What the vast majority of companies are finding is that focusing on the agent experience just isn’t enough. Instead, organizations need to find ways to start where customers start—to deliver valuable product knowledge that helps customers self-solve long before calling support becomes necessary.
Enter knowledge management.
Your customer’s journey doesn’t start with your agents, so why should your knowledge management strategy?
Join Lori Bocklund, President of Strategic Contact, and Tim Passios, VP of Marketing at MindTouch, for a 45-minute webinar, where you’ll learn:
The power of changing
the starting point from inside out (agent experience first) to outside-in (customer self-service first)
Practical tips
for leveraging knowledge management to deliver consistent, high-value customer self-service experiences
Expected outcomes
of elevating your customer self-service offerings
Meet the speakers
Lori Bocklund
President
Tim Passios
VP of Marketing
Who should attend
As an owner of, or participant in, your customer’s journey you will find value in this webinar as we explore the proactive nature in allowing your customers to self-serve.
