A strategic and tactical playbook for running customer support in the era of the modern consumer.
In this guide we aim to discuss the paradigm shift customer support has taken in 2019, focusing on enhancing the customer experience across your digital touchpoints and how you can invest in technologies to lessen that transactional friction.
Whether it be e-commerce, financial services, consumer tech, B2B or SaaS, your end user expects accurate, empathetic and contextual experiences in real-time - whatever device they may be on.
Here are some key highlights:
Primary trends and expectations influencing customer support operations today
How to structure support within your organization
Building a customer support stack
Your team: internal workflows, escalation management and hiring
How to track your success KPIs
Automating customer support
Meeting your customers on all devices
Examples of companies achieving high caliber customer support
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