Apply the Customer Service Support Framework as Your Strategic Weapon in Customer Experience

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As disruptive new technologies have emerged in recent years, the world has witnessed a dramatic change in how customers interact with brands and companies for service. The rapid rise of social media and mobile applications has triggered an unprecedented shift in customer behavior. With pervasive use of smartphones and tablets, more than half of U.S. customers use their mobile devices for reaching a company and initiating service requests. However, many companies are ill-prepared to deliver the same level of support in social and mobile channels as they offer in more traditional channels of telephone or Web support. This needs to change if companies want to optimize their services for their next-generation customers. Companies need to build a new customer service strategy for delivering a seamless cross-channel customer experience based on a collaborative approach from sales, marketing, IT and customer experience managers. The change in how customers communicate is already here. This report provides a framework for building a world-class customer service strategy.


Purpose & Intent: 

This report identifies the primary building blocks of a customer service strategy and will help business leaders understand the best practices for creating an effective approach.

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