This session provides a deep dive into all the common support channels available for customer and technical services, with quality in mind. From phones and email to self-service, it aims to equip you to design all your channels with the customer experience in mind!

Participants will learn more about:
*Support channels commonly used in level 1 support
*Additional channels for level 2 support (repairs)
*Support organization expectations vs. customer expectations
*Pitfalls that prevent the organization from delivering great support
*Using all the support channels together (omnichannel and near omnichannel support)
*Building quality assurance metrics across all channels to assess delivery effectiveness

Engage your imagination, not your wallet! The concepts in this session can be implemented by tweaking and using features available in most of today's service management tools. You need only the design knowledge available here and a bit of imagination.

Takeaway

Understanding all channels typically used for support (for example, phone, email, self-service), their benefits and shortcomings
How to use this knowledge to design an effective customer support experience
How to use features most service management tools already provide to make it easier to engage the support organization
Measurements that help ensure quality in each and every channel, using these to continuously improve the customer experience