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Text messaging is everywhere, but businesses aren’t capitalizing on it.
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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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Read this phase for a clear direction on the drivers and value proposition of text-based customer support for your organization.
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Read this phase for prioritized requirements for text-based support and a vetted shortlist of the technologies needed to enable it.
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Ensure traceability for your text-based customer support requirements.
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Read this phase for an overview of customer service workflows and escalation policies, as well as risk mitigation considerations.
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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.
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Use the Text-Based Customer Support Acceptable Use Policy to mitigate risks by clearly communicating expectations for both effective and ineffective (or prohibited use) of...
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Use this tool to document sources of change and identify approaches to change management for change initiatives relating to each ECM capability when building your ECM roadmap.
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The desire for rapid decision making is increasing and the complexity of data sources is growing; business users want access to several new data sources, but in a way that...
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