I recently had the pleasure of speaking with Tish Whitcraft, SVP of Customer Experience & Operations for MySpace. MySpace handles more than 700,000 customer contacts monthly while supporting a user base of 100M people. And users visit the help pages on the site to the tune of 5.5M monthly views.
During our conversation Tish spoke about the need to provide world-class self service tools as part of creating a great user experience. She also shares the impact an integrated experience (web, social, contact center) has had on the customer's engagement on the site. Additionally, Tish discusses how creating standard processes and improved self-service tools has reduced costs, improved employee satisfaction and provided valuable insight into what's important to millions of users.