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Text-Based Customer Support TCO Tool

Use the Text-Based Customer Support TCO Tool to help determine if one or more use cases for text-based support make sense for your organization to pursue.

Drive Customer Convenience by Enabling Text-Based Customer Support – Phase 3: Create Customer Service Workflows for Text-Based Support

Read this phase for an overview of customer service workflows and escalation policies, as well as risk mitigation considerations.

Text-Based Customer Support Requirements Traceability Matrix

Ensure traceability for your text-based customer support requirements.

Drive Customer Convenience by Enabling Text-Based Customer Support – Phase 2: Create a Technology Enablement Framework for Text-Based Customer Support

Read this phase for prioritized requirements for text-based support and a vetted shortlist of the technologies needed to enable it.

Text-Based Customer Support Business Case Assessment

Use this tool to help select a specific use case that matches your organizational needs for text-based customer support.

Text-Based Customer Support Project Charter Template

A project charter serves several important functions. It organizes the selection and procurement project so that you can make efficient and effective resource allocation...

Text-Based Customer Support Strategic Summary Template

The summary template encompasses all activities and delivers an overview of what the strategy will look like in a presentable fashion. Create a defined strategy by...

Drive Customer Convenience by Enabling Text-Based Customer Support – Phase 1: Create the Business Case for Text-Based Customer Support

Read this phase for a clear direction on the drivers and value proposition of text-based customer support for your organization.

Drive Customer Convenience by Enabling Text-Based Customer Support – Phases 1-3

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.

Drive Customer Convenience by Enabling Text-Based Customer Support – Executive Brief

Text messaging is everywhere, but businesses aren’t capitalizing on it.

Text-Based Customer Support TCO Tool Use the Text-Based Customer Support TCO Tool to help determine if one or more use cases for text-based support make sense for your organization to pursue.
Drive Customer Convenience by Enabling Text-Based Customer Support – Phase 3: Create Customer Service Workflows for Text-Based Support Read this phase for an overview of customer service workflows and escalation policies, as well as risk mitigation considerations.
Text-Based Customer Support Requirements Traceability Matrix Ensure traceability for your text-based customer support requirements.
Drive Customer Convenience by Enabling Text-Based Customer Support – Phase 2: Create a Technology Enablement Framework for Text-Based Customer Support Read this phase for prioritized requirements for text-based support and a vetted shortlist of the technologies needed to enable it.
Text-Based Customer Support Business Case Assessment Use this tool to help select a specific use case that matches your organizational needs for text-based customer support.
Text-Based Customer Support Project Charter Template A project charter serves several important functions. It organizes the selection and procurement project so that you can make efficient and effective resource allocation...
Text-Based Customer Support Strategic Summary Template The summary template encompasses all activities and delivers an overview of what the strategy will look like in a presentable fashion. Create a defined strategy by...
Drive Customer Convenience by Enabling Text-Based Customer Support – Phase 1: Create the Business Case for Text-Based Customer Support Read this phase for a clear direction on the drivers and value proposition of text-based customer support for your organization.
Drive Customer Convenience by Enabling Text-Based Customer Support – Phases 1-3 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.
Drive Customer Convenience by Enabling Text-Based Customer Support – Executive Brief Text messaging is everywhere, but businesses aren’t capitalizing on it.

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