Support organizations have shifted their investments in call centers to Web-based services. Unfortunately, a recent SSPA Benchmark Study revealed that customers are unable to find answers to their questions via the Web more than half of the time - and compounding the problem, the phone still remains the fastest way to get resolution. How can Web-based services become the Holy Grail that support professionals need?
Join Bill Rose, SSPA founder and executive director, and Citrix Online for a 30-minute Webcast as they provide a blueprint designed to make the promise of superior Web-based services a reality. You'll discover how to achieve lower operating costs, higher service levels and increased customer satisfaction from Web-based services.
During this informative 60-minute Webcast, you will:
- Learn how best-of-breed Web-based service-delivery applications, coupled with a strong knowledge management strategy, can increase customer satisfaction and loyalty
- Discover how support organizations can drive high-volume issues to the Web where customers will be most efficiently served
- Learn how to reduce handling time for complex issues using on-demand remote-support technology
- Find out how proactive service delivery can minimize reactive cases and resolve them before they impact customer satisfaction
Bill Rose, SSPA Founder and Executive Director
Shelly Cobb, GoToAssist Product Marketing Manager
Barry Dacus, GoToAssist Product Line Manager
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