A Sneak Peek of What Support (re)Focus 2022 is Bringing to Your Table
In a world of break-neck speed, many have this misconception that acing customer support is a gift bestowed upon a few lucky ones. The reality is that every support enthusiast has to stand at the shoreline, battling waves of uncertainty and evolving challenges lapping at their toes.
Events like Support (re)Focus aims to help those enthusiasts conquer the roadblocks to achieve support success Intrigued to know what we have in store for you? Let’s take a quick look at the sessions lined up and what they’ll entail.
1. [Opening Keynote] 6 Ways Customer Support is Driving Revenue & ARR
Did you know that the companies that view customer support as a value center drive 3.5X more revenue growth? Despite that, only 10% of B2B companies consider it as a strategic center while 66% believe it to be a cost center. Isn’t that crazy?
Companies must understand that there is a strong correlation between customer satisfaction, subscription renewals, and support experiences.
Get more details from none other than well-known industry experts like John Ragsdale, VP of Technology Ecosystems at TSIA, and Alok Ramsisaria, CEO of Grazitti Interactive.
2. Leveraging Search Insights & Augmented Intelligence for Support Success: The Databricks Story
Databricks, a leading data lakehouse & AI company, observed that 88% of its users created cases without any attempts to self-serve. On top of that, about 81% of users created direct cases at the help center.
Nonetheless, all’s well that ends well. The team at Databricks grasped the nettle and skyrocketed their case deflection number. Uncover sure-fire ways to do the same through insightful sessions that will be delivered by Gopala Krishnamurthy Sangesapu, Director of Support at Databricks along with SearchUnify aficionados—Divanshi Arora, Rajesh Jangid, and Taranjeet Singh.
3. Ensuring your KCS Program Doesn’t Become a “One-hit Wonder”
KCS programs are tough to scale, and you’d surely want to see yours hit the pinnacle of support success! A high-octane panel discussion with well-known KCS juggernauts will ensure that your program doesn’t become a one-hit-wonder.
The conversation will feature well-known names in the industry—Arfinn Austefjord, Sahana, Phil Verghis, and Brian Corcoran.
4. Your Questions Answered: Realigning Premium Support Programs for Today’s Economy
Premium support empowers organizations to meet & exceed their targets and revenue expectations while taking their support experiences to a higher echelon.
But only a handful of companies are leveraging it.
If you don’t want to be one of them and utilize the premium support to the fullest, then our industry pioneers— Dan Reese, Patricia Lughezzani, Francoise Tourniaire, and Vishal Sharma —are here to help.
5. Transforming your Customer Community into a Value Center
Plummeting case deflection numbers would make any support organizations toss. But ServiceTitan knows how to turn its community into a powerhouse by eradicating the challenges.
Hear from Sarika and Emily from ServiceTitan in an insightful session where they will share some proven tactics to nip this issue in the bud. Get all the scoop there!
6. Building Real-Time Omnichannel Support for Customers
Companies with omnichannel customer engagement strategies retain on average 89% of their customers. After all, omnichannel support has changed the customer support landscape for the better.
The first step to building an omnichannel presence is the hardest. Tune into the captivating session where Yogesh Kulkarni & Mohd Rizwan share their two cents on creating an omnichannel strategy for support success.
7. How Customer Support Can Own a Seat at the Table
Customer support has evolved immensely. Yet, the challenges faced by Customer Service and Support Teams (CSS) do not seem to be vanishing anytime soon.
In light of this, we are conducting an enlightening session to help CSS teams operate seamlessly. Hear from our renowned industry stalwart — Wanda Brown, some impeccable tips & tricks for empowering support leaders to prove their mettle.
Hurry Up! Come Sharpen Your Customer Support Skills With Support (re)Focus
Support (re)Focus offers a platform for the biggest customer support leaders worldwide to share their hardships and how they overcame them with the world.
The event is just around the corner and will unfold on December 8 at 8 AM PST virtually.
Save yourself a seat!
Events like Support (re)Focus aims to help those enthusiasts conquer the roadblocks to achieve support success Intrigued to know what we have in store for you? Let’s take a quick look at the sessions lined up and what they’ll entail.
1. [Opening Keynote] 6 Ways Customer Support is Driving Revenue & ARR
Did you know that the companies that view customer support as a value center drive 3.5X more revenue growth? Despite that, only 10% of B2B companies consider it as a strategic center while 66% believe it to be a cost center. Isn’t that crazy?
Companies must understand that there is a strong correlation between customer satisfaction, subscription renewals, and support experiences.
Get more details from none other than well-known industry experts like John Ragsdale, VP of Technology Ecosystems at TSIA, and Alok Ramsisaria, CEO of Grazitti Interactive.
2. Leveraging Search Insights & Augmented Intelligence for Support Success: The Databricks Story
Databricks, a leading data lakehouse & AI company, observed that 88% of its users created cases without any attempts to self-serve. On top of that, about 81% of users created direct cases at the help center.
Nonetheless, all’s well that ends well. The team at Databricks grasped the nettle and skyrocketed their case deflection number. Uncover sure-fire ways to do the same through insightful sessions that will be delivered by Gopala Krishnamurthy Sangesapu, Director of Support at Databricks along with SearchUnify aficionados—Divanshi Arora, Rajesh Jangid, and Taranjeet Singh.
3. Ensuring your KCS Program Doesn’t Become a “One-hit Wonder”
KCS programs are tough to scale, and you’d surely want to see yours hit the pinnacle of support success! A high-octane panel discussion with well-known KCS juggernauts will ensure that your program doesn’t become a one-hit-wonder.
The conversation will feature well-known names in the industry—Arfinn Austefjord, Sahana, Phil Verghis, and Brian Corcoran.
4. Your Questions Answered: Realigning Premium Support Programs for Today’s Economy
Premium support empowers organizations to meet & exceed their targets and revenue expectations while taking their support experiences to a higher echelon.
But only a handful of companies are leveraging it.
If you don’t want to be one of them and utilize the premium support to the fullest, then our industry pioneers— Dan Reese, Patricia Lughezzani, Francoise Tourniaire, and Vishal Sharma —are here to help.
5. Transforming your Customer Community into a Value Center
Plummeting case deflection numbers would make any support organizations toss. But ServiceTitan knows how to turn its community into a powerhouse by eradicating the challenges.
Hear from Sarika and Emily from ServiceTitan in an insightful session where they will share some proven tactics to nip this issue in the bud. Get all the scoop there!
6. Building Real-Time Omnichannel Support for Customers
Companies with omnichannel customer engagement strategies retain on average 89% of their customers. After all, omnichannel support has changed the customer support landscape for the better.
The first step to building an omnichannel presence is the hardest. Tune into the captivating session where Yogesh Kulkarni & Mohd Rizwan share their two cents on creating an omnichannel strategy for support success.
7. How Customer Support Can Own a Seat at the Table
Customer support has evolved immensely. Yet, the challenges faced by Customer Service and Support Teams (CSS) do not seem to be vanishing anytime soon.
In light of this, we are conducting an enlightening session to help CSS teams operate seamlessly. Hear from our renowned industry stalwart — Wanda Brown, some impeccable tips & tricks for empowering support leaders to prove their mettle.
Hurry Up! Come Sharpen Your Customer Support Skills With Support (re)Focus
Support (re)Focus offers a platform for the biggest customer support leaders worldwide to share their hardships and how they overcame them with the world.
The event is just around the corner and will unfold on December 8 at 8 AM PST virtually.
Save yourself a seat!
0
Please sign in to leave a comment.
Comments
0 comments