Digital-First Customer Support:

Increasing Visibility and Streamlining Communication to Provide Seamless Service

Digital-First
Customer Support:

Increasing Visibility and Streamlining Communication to Provide Seamless Service

Wednesday, September 22nd
12 - 1:30 PM PT / 3 - 4:30 PM ET

Wednesday, September 22nd
12 - 1:30 PM PT / 3 - 4:30 PM ET

About the Program

Digital-First Customer Support: Increasing Visibility to Provide Seamless Service is an invitation-only, video-based virtual event limited to customer service, customer support, and customer operations leaders from organizations across the country who will convene with three goals in mind:

  • Gain actionable insights from conversations led by our expert moderated panel
  • Participate in interactive breakout room video discussions
  • Build meaningful new connections with a group of diverse thinkers
07.14.20 Braze Enterprise

About the Content

Customer expectations are higher than they’ve ever been. While “customer service” has historically been a B2C buzzword, B2B companies are now selling to organizations who expect a seamless digital-first experience, and uninterrupted digital service has become the norm. When outages occur, support agents receive an influx of tickets from frustrated users, making it difficult to prioritize customers with SLAs and achieve a positive CSAT score. Without a direct line of communication to engineering or a workforce that can handle a high volume of high-level tickets in real-time, support teams risk breaching SLAs, receiving low CSAT scores, and facing internal team-wide burnout.

Organizations need the right processes and tools to efficiently support their customers’ experience. By leveraging automation and tech solutions that can manage and scale customer support organizations, companies can meet the continued expectation for fast, accurate service when seconds matter. Systems that prioritize cross-team visibility and are optimized for success metrics such as CSAT, AHT, FRT, and FCR give customer service agents more context and engineers more time to focus on resolving issues in real-time.

Join us as our expert panelists discuss developing a proactive, transparent, and holistic approach to customer service.

Discussion Topics

  • Breaking down the walls between Engineering and Customer Service to mitigate the risks of slow response times and miscommunication
  • How to implement effective 24/7 support and “on-call” services
  • Viewing customer service agents as “Incident Commanders” who own tickets from beginning to end
  • Best Customer Support practices, including preventing employee burnout and reducing the cost of ops
  • Adopting a proactive rather than reactive approach to end-to-end visibility to improve the customer experience

Event Details

Date

Wednesday, September 22nd, 2021

Time

12 – 1:30 PM PT / 3 – 4:30 PM ET

Attendee Profile

Select group of customer service, customer support, and customer operations leaders

Agenda

12:00PM     Attendees Enter Virtual Event & Welcome Remarks

12:05PM     Video Networking in Breakout Rooms

12:15PM     Panel Discussion

12:55PM     Audience Q&A

1:10PM       Breakout Networking Sessions

12:00PM     

Attendees Enter Virtual Event & Welcome Remarks

12:05PM     

Video Networking in Breakout Rooms

12:15PM     

Panel Discussion

12:55PM     

Audience Q&A

1:10PM     

Breakout Networking Sessions

Reserve Your Spot Here

Sponsor

PagerDuty is a leader in digital operations management. PagerDuty empowers organizations of all sizes with real-time and data-driven insights to drive better business results. DevOps, ITOps, and SecOps teams use PagerDuty’s award-winning platform for real-time operations to improve operations, deliver exceptional customer experiences, and accelerate innovation. Today, over 11,000 organizations across all industries have deployed PagerDuty. Notable customers include IBM, GE, Box, and American Eagle Outfitters. To learn more and try PagerDuty for free, visit www.pagerduty.com.

Organizer

BDILogoFinal

Business Development Institute (BDI) is an award-winning event marketing agency specializing in producing invitation-only, thought leadership driven, custom events on the most impactful topics. BDI’s programs create an interactive peer learning experience while providing a rare networking opportunity for like-minded leaders over a fine lunch.

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