Optimizing the Customer Experience through Self-Service
- A recent survey by Nuance found that 67% of respondents said they preferred self-service over speaking to a company representative.
- 91% of respondents in a Coleman Parkes survey indicated they would use an online knowledge base if it were available and tailored to their needs.
- Self-service doesn’t mean you do away with customer service -- it should be about making it easier, faster, more efficient, and in some cases, even less expensive for the customer (Shep Hyken).
- Customers “want it when they want it – and they want it now”.
If you and your company are starting down the road of looking for ways to provide or improve your company’s self-service offering, join us as the SOCAP Chicago Chapter sponsors its 5th Annual Arlington Park event – Optimizing the Customer Experience through Self-Service. We’ve engaged experts from Salesforce, eGain, and Astute Solutions to share, in concert with their clients, their experiences of how to improve the customer experience by allowing today’s consumers to serve themselves when they are ready to do so. You’ll learn about strategies, tactics and success stories that will show you why this self-service movement is fast becoming the primary service channel – and the traditional contact center is the fall-back for significant, complex issues and escalations.
Thursday, September 14, 2017 (Event Schedule)
8:00 a.m. to 8:30 a.m. Registration
8:30 a.m. to 8:45 a.m. President’s Welcome: Stephen Sedlak
8:45 a.m. to 9:45 a.m. Kurt VanDynHoven and Uday Kapoor, eGain
9:45 a.m. to 10:00 a.m. Break/Networking
10:00 a.m. to 11:00 a.m. Nick Kitchell, Salesforce
11:00 a.m. to 11:15 a.m. Break/Networking
11:15 a.m. to 12:15 p.m. Doug Rippy, Astute and Jennifer Holzhauser, Vera Bradley
12:15 p.m. to 1:20 p.m. Lunch, Networking and Race Instructions
1:25 p.m. Horseracing, Networking, and Open Bar
Silks at 2200 (Arlington Park Racecourse)
2200 West Euclid Avenue
Arlington Heights, IL 60005
SOCAP Chapter Event Registration Cancellation Policy: Refunds for cancellations must be made in writing (via email to email@example.com) to the SOCAP National Office. No cancellations or refunds five full business days (Monday-Friday) before the Chapter Event. Registration transfers to future Chapter Events will not be accepted.
Thank you Astute Solutions, eGain and Salesforce for sponsoring this event!