Drive Customer Convenience by Enabling Text-Based Customer Support
Your customers love mobile messaging services; leapfrog your competitors by having a strategy to provide first-rate service to them in this explosively popular channel.
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Implementing text-based customer support without a strategy can result in:
- Risk of project exceeding budget.
- Excessive IT costs for deployment.
- Poor adoption.
An upfront text-based customer support strategy leads to:
- Improved customer engagement.
- Increased customer satisfaction.
- Reduction in telephony service costs.
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Onsite Workshops offer an easy way to accelerate your project. If you are unable to do the project yourself, and a Guided Implementation isn’t enough, we offer low-cost onsite delivery of our Project Workshops. We take you through every phase of your project and ensure that you have a road map in place to complete your project successfully.
Book NowModule 1: Create the Business Case for Text-Based Support
The Purpose
- Create the business case for text-based support.
Key Benefits Achieved
- A clear direction on the drivers and value proposition of text-based customer support for your organization.
| Activities: | Outputs: | |
|---|---|---|
| 1.1 | Identify customer personas. |
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| 1.2 | Define business and IT drivers. |
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Module 2: Create a Technology Enablement Framework for Text-Based Support
The Purpose
- Create a technology enablement framework for text-based support.
Key Benefits Achieved
- Prioritized requirements for text-based support and a vetted shortlist of the technologies needed to enable it.
| Activities: | Outputs: | |
|---|---|---|
| 2.1 | Determine the correct migration strategy based on the current version of Exchange. |
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| 2.2 | Plan the user groups for a gradual deployment. |
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Module 3: Create Service Workflows for Text-Based Support
The Purpose
- Create service workflows for text-based support.
Key Benefits Achieved
- Customer service workflows and escalation policies, as well as risk mitigation considerations.
- Present final deliverable to key stakeholders.
| Activities: | Outputs: | |
|---|---|---|
| 3.1 | Review the text channel matrix. |
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| 3.2 | Build the inventory of customer service applications that are needed to support text-based service. |
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Module 4: Finalize Your Text Service Strategy
The Purpose
- Finalize the text service strategy.
Key Benefits Achieved
- Resource and risk mitigation plan.
| Activities: | Outputs: | |
|---|---|---|
| 4.1 | Build core customer service workflows for text-based support. |
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| 4.2 | Identify text-centric risks and create a mitigation plan. |
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| 4.3 | Identify metrics for text-based support. |
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