Webinars

Solving customers’ hard problems can be an “all hands on deck” scenario - and support teams need more seamless approaches to enabling the ability to “swarm” to trouble spots. In addition, a new set of metrics and policies are needed to properly measure the success of swarming initiatives.

Your CRM (or case ticketing system) is a critical component of your support operations. Learn how to get the most out of it! In this webinar presented by 729 Solutions, Alex James, VP of Global Customer Support at Fivetran, and Omid Razavi, Chief Customer Officer at SupportLogic, highlight the benefits of adding SupportLogic to a case management system like Zendesk or Salesforce.

Don’t wait for customer issues to find you. For many B2B companies, the support organization is now the true “front line” of the customer experience. And for too long, the insights derived from support interactions have been trapped in silos and not driving better business outcomes. But today, SupportLogic is making it easy to extract, and take action, on those critical insights.

Don’t wait for customer issues to find you. For many B2B companies, the support organization is now the true “front line” of the customer experience. And for too long, the insights derived from support interactions have been trapped in silos and not driving better business outcomes. But today, SupportLogic is making it easy to extract, and take action, on those critical insights.

Join us as we sit down with Wayne McCullogh, the Chief Customer Officer at WalkMe, keynote speaker, and award-winning author of The Seven Pillars of Customer Success. 1. Tips on aligning customer success goals to wider company go-to-market goals 2. Building a truly customer-centric culture that adapts to a rapidly changing environment 3. Keeping a strong balance between customer success and expansion revenue 4. Interlocking with support and sales & marketing to create a more holistic understanding of the customer journey

Learn how 8x8 is continually striving to improve the overall customer experience by providing a more proactive support experience.

AI/ML is good for more than gaining insights on your customers. It can also be a valuable tool to increase employee engagement and retention. In this 45-minute session, TSIA’s John Ragsdale, Snowflake’s Chris Todd, and SupportLogic’s Preetham Gopalaswamy discuss how to use AI for quality monitoring, agent coaching, and case evaluation.

In this 45-minute session, TSIA’s Distinguished Researcher John Ragsdale and Snowflake’s VP of Global Support Angus Klein discuss this potential for disruption, and how to leverage the next generation of quality monitoring tools and practices.

Learn Beth Shea’s secrets to driving exceptional customer success and go-to-market, including: 1. Tips on aligning customer success goals to wider company go-to-market goals 2. Building a truly customer-centric culture that adapts to a rapidly changing environment 3. Keeping a strong balance between customer success and expansion revenue 4. Interlocking with support and sales & marketing to create a more holistic understanding of the customer journey