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Session Code: BRE1085
Presenter(s): Andrew Papparides, Luke Morris
Company(s): ServiceNow, ServiceNow
Abstract: Only 7% of our customers contact Technical Support via the telephone; the rest of our cases are submitted online. That’s due to our customer-centric strategy and adoption of Customer Service Management, which gives customers the tools to self-serve the information they need as and when they need it. In this session, we will discuss how we are using Knowledge Management, Service Portal, and Community, and how embracing emerging technologies such as mobile and machine learning, our Support organization has improved agent productivity and sped up case resolution. You will hear about our journey, best practices and future roadmap as we continue to mature the end-to-end customer support experience.
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