Improving the Support Experience with Intelligent Swarming

Full Recording


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.

Francoise Tournaire, author of “The Art of Support” and founder of FTWorks, Marilyn Lin, VP Customer Support Experience at Mulesoft, a Salesforce Company, and Martin Schneider, Chief Evangelist at SupportLogic, will seek to define what makes for a successful approach to case swarming, how to avoid potential pitfalls, and how to measure success.