Customer behavior has fundamentally shifted to online channels with 80% of all customer interactions being digital in nature and companies are spending more than ever to keep these systems running smoothly, and still, the majority of issues are surfaced by customers first. But how quickly and collectively a company responds to these incidents can have major impacts on resolution time and the customer experience. This is why companies need the right platform and a customer-centric approach that brings together both customer service organizations and engineering teams to streamline operations, resolve issues faster, and build customer trust in the moments that matter most.
In this session you’ll learn:
- How critical customer service teams are at communicating with customers
- The Benefits of using customer feedback to improve your response time
- How PagerDuty & Salesforce breaks down the walls of communication/collaboration between customer feedback, Customer Service organizations and backend Engineering teams to resolve a Customer impacting disruption