Basically, customer support and engagement must be interconnected entities wherein balanced must be achieved and considered as a total package. If you are a customer support analyst, you must ask yourself relevant questions.
Yonyx enables organizations to create multi-media flowcharts that provide customers an interactive self-service experience similar to interacting with a live Agent.
Related questions include –
How do we make sure that we’re not putting too much emphasis either support or engagement? In a customer-driven world, it is easy to lose balance and focus on things that really matter.
What can we do to ensure that the two-way side of customer support is well-accounted for? Since customer support has two sides – company and customer side, it is important that you take into account both of the sides.
What are the current practices that you should change or maintain? Companies often have existing systems and it is imperative that the systems are assessed to determine whether the practices must be changed or maintained and improved.
If we look at customer support and engagement, the holistic view will bring several advantages including the improvement of your core team’s efficiency and ensuring customer satisfaction.
Making sure that you achieve the balance between customer support and engagement doesn’t require a complete facelift from the things you’ve already established but a mere tweaking and improvement. With today’s advancing technology, it is relatively easy to analyze collected data.
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