I think it’s really a must-attend event for CX professionals. I’ve gone to other events in the past and this surpasses all of them.
Director, Large Business Customer Experience, NRG Energy
Hybrid Approach to Product Support – Moving from Deflection to Solution
June 28th, 2022, 10 AM – 11 AM CT, Successfully held
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Here’s what we discussed:
Hypergrowth consumer electronics companies need robust support centres with user manuals and documentation. However, many visitors avoid using these resources because they find it difficult to navigate or understand and end up reaching out to agents or chat-based support.
In this roundtable, we discussed how to use a data-driven approach to focus on quick resolution while using historic data to identify common problems and areas best suited for automation.
Here is what we learned:
- Top challenge is the cultural awareness in other regions. Retention is the other one. Trying to find people with a strong background in product support. After we train people about managing their products… it can take 3-5 years to get them up to speed on their products.
- Keeping that knowledge in-house is important. Hardware support, however, is an entry-level position, but they need the same knowledge as engineers.
- If you don’t pay them properly, they will move on to another company.
- They incorporated Salesforce in their self-serve. They’ve been able to move ahead with the customer experience, but getting actionable information is difficult.
- Having representation in each area is a challenge because they don’t have the resources. Additionally, Asia is 13 hours ahead and there are many dialects, which can make chatbots difficult.
Request detailed session notes
We are careful about who we send this key document to. The session notes will be sent based on the request, provided your profile matches our qualification criteria.
About Mavenoid:
Mavenoid is the scalable support solution for hardware companies. With self-service and live support in one, you’re always ready to help your customers —from setup to daily use, to troubleshooting. Companies use our software to help their customers install, use, and troubleshoot everything from consumer electronics and home appliances to electric scooters and robotic lawnmowers. With $20 million in funding from leading VC firms and many of the world’s most iconic brands as clients, our goal is to make technology easy for everyone.
Participation in the Virtual Roundtable is free of charge to qualified attendees. Once you’ve completed the registration, we’ll confirm your invitation and send you a calendar invite with a link to the meeting.
If you don’t qualify, we’ll suggest other learning events that may be a better fit for you.
Here’s what attendees at past events have said:
A lot of other conferences I’ve gone to are driven off a podium, someone presenting me a solution before they understand my problem. Here I have an opportunity to talk to my peers and learn from them.
Sr. Director Care Strategy & CX, GoDaddy
I’m not part of some enormous crowd out there. I’m getting lot of interaction, hearing from people, their own personal stories. Individual examples of how people are leveraging their CX skills in their industry, in their business, in the work that they do everyday.
Principal, Zeisler Consulting
Very intimate, Very one-on-one! You are able to really get a lot of candid responses, so we’re getting a ton of value from that and a lot of valuable insights.
Director, Global Digital Marketing and Customer experience, Stanley Black and Decker.
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