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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Module 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.
  • Identification of IT and business drivers.
1.2 Define business and IT drivers.
  • Project framework and guiding principles for the project.

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.
  • Exchange migration strategy.
2.2 Plan the user groups for a gradual deployment.
  • User group organization by priority of migration.

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.
  • Extract requirements for text-based customer support.
3.2 Build the inventory of customer service applications that are needed to support text-based service.

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.
  • Business process models assigned to text-based support.
4.2 Identify text-centric risks and create a mitigation plan.
  • Formulation of risk mitigation plan.
4.3 Identify metrics for text-based support.
  • Key metrics for text-based support.
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