Customer Service Peer Group Meeting 

Enhancing Customer Self-Service Effectiveness and User Experience 
May 30, 2019 09:00 AM - 03:00 PM 
Glean new ideas for improving the effectiveness of your company’s customer self-service offerings by learning about and discussing the approaches of other customer service organizations. 

In the combined quests to meet the evolving preferences of customers who expect to be able to obtain answers and conduct business however and whenever they want and to increase the efficiency of customer care delivery, many organizations have elevated the priority placed on enhancing self-service capabilities offered via their website, mobile app, and/or IVR. And rightly so. Self-service has become the name of the game for modern consumers – especially those in the younger demographic groups, who increasingly value the convenience, speed and anonymity of self-service.

However, the ease of use and effectiveness of self-service tools haven't always earned the highest grades from customers with too little information available and the inability to find the necessary and current information to answer a question or resolve and issue cited as the most common frustrations.

But new enabling technologies, as well as an increased focus on customer experience in the design of self-service offerings are beginning to change customer perceptions of self-support.

Join us for this interactive forum at which we will discuss and compare approaches to improving the effectiveness of customer self-service. We’ll begin by hearing about the experiences and perspectives of several UWEBC member companies. Zendesk, a leader in the customer service and engagement solution space, will kick the day off with an overview of the wide range of self-service options available today and where innovation has been happening in the area. Next, contact center technology advisory and implementation services provider EDCi will discuss the types of self-service projects in which they are seeing the most interest. Finally, ORBIS Corporation will talk about a recent initiative to significantly improve self-service capabilities available in their customer portal. After the presentations, the balance of the day will be devoted to discussion and practice-sharing in both smaller-group breakout and full-group discussion formats focused on specific aspects of the self-service topic of interest to participants.

Participate in Customizing the Agenda: You’ll have the opportunity to play an active part in shaping the agenda for this session – and to maximize its relevance for you – by suggesting and selecting topics for break-out discussions. Once the agenda is complete, you choose the discussions you want to join. This will be a highly interactive session so come prepared to share your questions, challenges and insights!

Webcast Available: If you can't make it to the event in-person (or if in-person registration has reached capacity), you can still register to attend from your computer. This option allows you to view the presentations, while attending in person provides you with the opportunity to participate in break-out discussions, ask questions or take advantage of networking opportunities. To attend the webcast, click the "Register for webcast" button on this meeting's homepage. You will receive a confirmation email with the link to the webcast a week before the meeting.

Agenda Items:
9:00 AM Opening Remarks and Plan for the Day (webcast available)
9:20 AM Subject Matter Expert Perspective: Zendesk (webcast available)
  Melissa Burch - Online Support Manager Madison Davis - Content Manager Christina Libs - Proactive Support Manager
9:55 AM Subject Matter Expert Perspective: EDCi (webcast available)
  Jake Beyer - Director, Customer Care Practice
10:30 AM Break
10:45 AM Member Practice Spotlight: Orbis Corporation (webcast available)
  Sheri Jasinski - Director, Customer Support
11:20 AM Develop Agenda for Afternoon Breakout Discussions (not webcast)
11:45 AM Lunch
12:45 PM Breakout Discussion Instructions (not webcast)
12:55 PM Breakout Discussions - Segment 1 (not webcast)
1:35 PM Breakout Discussions - Segment 2 (not webcast)
2:15 PM Full Group Conversation (not webcast)
  "Share and tell" of participating organizations' most impactful self-service enhancements and other topics
2:50 PM Wrap Up and Next Meeting Preview (not webcast)
3:00 PM Adjourn
Gordon Dining and Event Center, Second Floor 
Events Team, 608-262-1145, 
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