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How NetApp Won Two Years in a Row

Al Hahn, Executive Director of the ASP & Audrey Patenaude of Coveo Will Interview Ryan Mathews, Director, Digital Support, NetApp

This was ASP’s 21st year for this competition. We changed the scoring criteria quite a bit this year and it had a noticeable result. NetApp has won twice in a row. How did the changes affect the competition and how did NetApp win again? Tune in to find out as Al & Audrey discuss these things with Ryan. Learn from his experience in the competition and get some tips and what to do as well as what to avoid for a great self-service website.

Ryan will share his experiences, some tips on how to get the most from your entry and advice on how to make your website a Top Ten Best Support Website.

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80 percent of brands think they provide a great customer experience – but only 8 percent of their customers agree. To reduce support costs and increase customer satisfaction, it’s time to rethink the customer journey.

Quest Software recently tackled this challenge head on by not only launching a new feature on their support website to offer training content for customers, but increasing consumption of the training content through recommendations and knowledge based search.

Join us for an informative webinar to hear from Jerid Johnson, Sr. Director, Worldwide Technical Support and Service Operations at Quest Software talk about the three key features Quest introduced and improved on their support portal, and the results that went along with them.

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Enterprises are still largely siloed in their approach to dealing with prospects and customers.Today, most have built a self-service experience for their customers that is focused on logging support cases and searching the knowledge base, but in 2020, is this enough?

Join us as TeamSupport CEO Robert Johnson interviews Jennifer MacIntosh, Customer Experience Industry Advisor & ASP Board Member, to learn more about the digital transformation in the works with support and success.

Go here to register (required for both live and recorded webinar).

Recognized as one of the Top Women Leaders in SaaS, Jennifer MacIntosh has over 20 years experience working with high-tech and financial services companies helping them to establish, lead, and grow their Customer Experience and Success practices. Jennifer is an advocate for the customer who builds transformational customer engagement, adoption and value realization services. Jennifer was most recently with Coveo and built their Customer Success, Experience, Training and self-service practices from scratch. Prior to Coveo, Jennifer was Founder and Principal of Okas Consulting, a global consulting practice. Jennifer has also held executive roles as a change agent who significantly improved the customer experience at Yahoo, Quest Software (Dell) and Cognos (IBM).

*Part of the ‘Customer Support Technology for Customer Success’ Series Co-Presented by TeamSupport and the Association of Support Professionals


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