The LavaCon Content Strategy Conference | 27–30 October 2024 | Portland, OR
Patrick Bosek

Patrick is a believer and thought-leader in Content Operations and structured content. His purpose is to advance the content and information development industry with new technology, thinking, and approaches that improve our experiences with the organizations we work with and for. At Heretto, he is a co-founder and CEO. He and his team work on a wide range of projects all focused on improving authoring, production, and distribution of content.


Deflect & Delight: Achieving Customer Success Through Self-Service Support

In this session, we’re exploring how self-service is at the forefront of customer support innovation. As customer expectations evolve and support teams face increasing demands, self-help portals emerge as the unsung hero of customer success. We’ll explore how self-service is reshaping support engagement, empowering users to find solutions independently, and reducing the burden on traditional support channels. Discover the strategies and insights that will revolutionize your support operations and elevate customer satisfaction to new heights.
By the end of this session, you will be equipped with a roadmap to harness the full potential of self-service and ticket deflection, transforming your support operations into a proactive, user-centric model that delights customers and streamlines your support workflow.

In this session, attendees will learn:

  • The Rise of Self-Service: Understanding the shift towards self-help solutions in modern customer support.
  • Self-Service Strategies: Proven techniques to promote self-service adoption and utilization among users.
  • Ticket Deflection Tactics: How to preemptively address and deflect common issues through self-help resources.
  • Scaling Support with Self-Service: How self-help tools enable support teams to handle more complex issues efficiently.
  • Measuring Success: Key metrics and benchmarks to gauge the effectiveness of your self-service initiatives.
  • Case Studies & Insights: Real-world examples of organizations successfully implementing after-hours self-service to improve customer experiences.