Salesforce Insight: Key Elements of a Digital-First Support Strategy

In the new normal, successful self-service requires you to be digital first. But what are the critical components to include in your digital strategy, and what does it take to get there?

In this session, Salesforce’s Bernard Slowley, Vice President, Digital Customer Support, and Coveo’s Bonnie Chase, Director of Product Marketing, will share how Salesforce transformed their support strategy to think beyond the buckets of self-service and assisted service to a more integrated digital experience for both employees and customers.

In this 45-minute webinar, you’ll learn:

• How a better digital strategy improves the assisted service experience, and lowers both employee and customer effort.    
• Why you need a digital support strategy team, where they fit in the organization, and what the structure of that team looks like.
• Which key metrics you should track to measure your progress toward a digital experience