Text-Based Customer Support TCO Tool

Author(s): Ben Dickie, Evan Destunis

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Use this tool to help explore the relative TCO of different scenarios for investing in dedicated customer service via text-based services (SMS, iMessage, etc.). This tool will record and visualize the total cost of ownership of each scenario, including vendor costs, internal costs, and third-party costs. This tool will put scenarios into a comparative format.

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

View the Complete Blueprint:

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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