Driving Sustained User Adoption: Tools and Processes for KCS Success
In this session, Athenahealth shares how they drove sustained user adoption and engagement with KCS.
Athenahealth, a leader in the healthcare IT industry, is progressing steadily on their journey to transform the customer support experience and build an effective and ever-evolving KCS program. In the year and a half since their initial KCS launch, they have enabled machine learning for support agents, implemented Salesforce Lightning, implemented the Lightning Insight Panel, and launched a new customer community. From a user adoption standpoint, they have implemented and improved on critical KCS elements such as coaching, training, goal setting, and a highly effective Behavior Design (gamification) program. In this session, they will share how these efforts helped to drive sustained user adoption and engagement with KCS.