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Title:

Customer Support - From Preventative Medicine to Intensive Care

Your vote:
Yes No
Organizer:
Derek Scruggs, SurveyGizmo
Description:
Customer support is often thought of as a cost center, but it also can be a competitive weapon. What are some of the tools and strategies that your business can implement to deliver a "Wow!" experience without breaking the bank?
Questions
Answered:
  1. What are some examples of awesome customer support on the web today?
  2. What are some of the automated tools available to me?
  3. Creating synergy among your disparate support processes and data silos
  4. How can I use "marketing" content like webinars and videos as support tools?
  5. What should I *not* automate?
  6. What key issues should I address from the get-go when developing my customer support strategy?
  7. What skills & characteristics should I look for when hiring support personnel?
  8. To FAQ or not to FAQ: that is the (frequently asked) question.
  9. How can I maintain authenticity when I have to triage hundreds or thousands of requests every day?
  10. How can I train my support team to always make the customer feel good even when the answer is "No, you can't do that"?
Level:
Beginner
Category:
Advertising / Marketing
Type:
Panel
Event:
SXSW Interactive 2009
Developed for SXSW by Lindsey Simon