Support.Com
 

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


Register Today



Sponsors:


Support TMCnet

 

  
 
Presenter:

Astrid Dando
Astrid Dando
Project Lead, Upclick


Astrid joined Upclick almost 2 years ago as a Project Coordinator and has been managing projects for Upclick's multi-site virtual Call Centre that operates in five different languages and answers over 3000 calls a day. Astrid is currently leading the Support.com Nexus® implementation project for Upclick. Astrid comes with 8 years of prior call center management experience with Philips Home Monitoring in Canada and Simon Jersey corporate clothing French & German Contact Centre in UK. Astrid is also a co-owner of a successful web-based start-up.


Damien Howley
Damien Howley
Senior Director of Customer Success


Damien joined Support.com with significant experience building customer success processes and teams to support SaaS products. Most recently he was VP of Customer Success at MindTouch, where he developed systems and methods to maximize customer adoption and value with self-help SaaS. Damien holds a Bachelor of Science degree in Organizational Leadership and Marketing from the University of Miami.


Moderator:

Paula-Bernier
Paula Bernier
Executive Editor TMC

Paula Bernier is Executive Editor at TMC where she writes, edits and manages editorial content for INTERNET TELEPHONY, CUSTOMER and M2M Evolution magazine. Bernier was formerly editor in chief of xchange magazine, where she worked for more than 11 years. She’s also acted as a senior writer for Inter@ctive Week. Bernier got her start in telecom at Telephony magazine, where she spent nearly five years, leaving as the news director. Bernier also has been on the reporting staffs of various mainstream daily and weekly newspapers in Iowa, Minnesota and South Carolina.



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