In today’s environment, the customer has never been more important - customer satisfaction and retention are critical to any organization’s success, and customer service is essential to that end. The most efficient and successful customer support departments are versatile; providing their customers with a preferred method of support. Today’s customers are tech-savvy and require so much more than simple phone support. Integrated multi-channel service options, such as self-service via knowledgebases and downloads, live chat sessions, mobile applications, ticket systems, social networks, and easy issue escalation paths via the Web must be implemented to empower support teams to provide the level of service that customers expect.
The white paper entitled “Multi-Channel Service: Enhancing the Customer Experience” is available for download now.
The webinar features John Ragsdale, vice president of technology research for the Technology Services Industry Association (TSIA). His area of expertise is in creating strategies for improving the overall customer experience and services operation through technology.
If you missed the webinar, the recorded version is available here. Share your thoughts and continue the discussion here.
A copy of this presentation is available in our SlideShare profile.