Text-Based Customer Support Business Case Assessment


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This tool asks a series of targeted questions that will help you determine which use case scenarios for text-based customer service align to your organization's customers, business processes, and risk tolerance. The scenarios include: customer service incident resolution, account management, customer service notifications, and order tracking. Depending on your own organization's unique considerations, the tool will identify your alignment with one or more scenarios, on a scale of weak, moderate, and strong.

Use this tool in conjunction with the project blueprint, Drive Customer Convenience by Enabling Text-Based Customer Support.

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