While companies have positioned customer success as a proactive team and customer support as a reactive team, recent data shows that’s actually not the case. In fact, 36% of support incidents relate to customers asking how to use product features or capabilities, indicating gaps in customer training and onboarding.
In reality, both teams offer frontline support and education to help customers get the most value out of their product and offerings, and both teams impact the satisfaction, adoption, and loyalty of the customer base. Companies are beginning to realize that they gain greater success by uniting these teams under a single organization, and many are already making that shift.
In this webinar, join TSIA’s John Ragsdale, Mathieu Lavoie-Sabourin, Customer Success Architect at Coveo, and Bonnie Chase, Senior Director of Service Marketing at Coveo as they discuss:
- The benefits of collaboration between the customer support organization and the customer success organization.
- How content plays a key role for both teams.
- Three things you can start today to move toward better alignment.
Distinguished Research, VP Technology Ecosystems, TSIA
Customer Success Architect, Coveo
Senior Director, Service Marketing, Coveo
Publish Date: November 3, 2022