The Web Has Put Your Customer Experience at Risk
Not long ago the only viable option for service and support was to call the vendor that made the product. Today, there are countless sources of information about all types of products and services, easily accessed with a quick Google search.
Where vendors once held a monopoly on the creation of the best, most up-to-date and relevant content, today anyone can instantly and globally share experience and expertise through forums, communities, publications and blogs. And that bring us to an alarming find:
Based on a recent study ServiceXRG finds that 69% of customers needing technical support or service will first attempt to help themselves, with over 65% indicating that a Google search is the first place they “look” for an answer. Only 20% start looking for the information using vendor provided self-help resources.
Join us as we discuss:
- Factors that that can lead to lost customer connections
- Knowledge Management strategies that attract customers to your site for a service experience that captivates and engages
- Adapting efforts from merely content development for call deflection to the production of rich, relevant and timely content customers need
All registrants will receive a free copy of the ServiceXRG study.
Presenters:
Thomas Sweeny
Principal & Founder
ServiceXRG
Duane George
Director of Knova Product Management
Aptean
