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Transforming Customer Service at Lightspeed

What happens if you support over 600,000 custom product configurations and a customer calls for help? How do you ensure that your customer service agents have that company’s specific product configuration information at their fingertips to be able to route tasks to the right product teams and quickly resolve the issue?

Join customer service leaders at Vector, a company that delivers tools, software components, and services for developing embedded systems, as they detail how they used an agile approach to transform customer service at lightspeed for 500 agents and 180,000 clients globally.

Here about:

  • The impetus for change
  • The rationale for replacing their existing customer support tools with a modern customer service management solution
  • Must‑have capabilities for excelling at customer service
  • How to use the principles of agile to transform customer service
  • Initial benefits and results

 

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