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.
RETIRED CONTENT
Please note that the content on this page is retired. This content is not maintained and may contain information or links that are out of date.Implementing text-based customer support without a strategy can result in: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. |
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| 1.2 | Define business and IT drivers. |
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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. |
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| 2.2 | Plan the user groups for a gradual deployment. |
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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. |
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| 3.2 | Build the inventory of customer service applications that are needed to support text-based service. |
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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. |
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| 4.2 | Identify text-centric risks and create a mitigation plan. |
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| 4.3 | Identify metrics for text-based support. |
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