Preemptive Customer Service: Anticipating Moments of Need
- Mike Asebrook, Director of Product Marketing, Customer Service, Pegasystems
- Melissa Hudson-Benash, Product Manager, PayPal
When a customer calls with a problem on a specific channel, it is already too late. What if you could solve some customers' problems before they knew it happened? In this session we'll discuss both simple and advanced strategies for sensing or predicting a customer's moment of need and taking proactive or preemptive action to correct the issue.