31 min
State of the Art Social Self-Service with AVG Technologies Fresh Thoughts Podcast
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- Business
AVG Technologies has long offered some form of self-service support to its millions of users. In 2015, after internal analysis of metrics and user satisfaction decided to change everything. Jas Dhaliwal, Director of Customer Care Self-Service and Social Care at AVG led the effort to completely replace the old FAQ and forums based system to one based on Salesforce Community Cloud.
The results since the rollout have been amazing - serving over 13 million visitors, exceeding self-service goals by 25%, and raising Net Promote Score from 50 to 70 points.
Join John Maver, Cappy Popp, and Zachary Chastain as we talk with Jas about how AVG Technologies accomplished this significant rollout.
AVG Technologies has long offered some form of self-service support to its millions of users. In 2015, after internal analysis of metrics and user satisfaction decided to change everything. Jas Dhaliwal, Director of Customer Care Self-Service and Social Care at AVG led the effort to completely replace the old FAQ and forums based system to one based on Salesforce Community Cloud.
The results since the rollout have been amazing - serving over 13 million visitors, exceeding self-service goals by 25%, and raising Net Promote Score from 50 to 70 points.
Join John Maver, Cappy Popp, and Zachary Chastain as we talk with Jas about how AVG Technologies accomplished this significant rollout.
31 min