What Is Customer Service?

Support vs. Service

Who Participates?

Metrics

Trends

Challenges

Customer Challenges

Crisis

Ticket Backlogs

End Relationship With Customer

Email

Formal Yet Conversational Style

Scripted, Yet Authentic

Explain Information Carefully

Results

SMS

Convenience of Texting

Apps and Software Available

Information to Communicate

Professional Communication Through Text

Webchat

Personalize

Apps and Software Available

Real Time Support

Etiquette

Multi-Channel Apps

Different Multi-Channel Apps

Pros

Cons

Making a Decision

Support Ticket Apps

Different Support Ticket Apps

Pros

Cons

Making a Decision

Documentation

What to Document

Using Tools

Prepare Documentation

Retain

Feedback

Surveys

Boxes

Analytics

Usability

Be Proactive

Research Analytics

Discover Opportunities

Prevent Problems

Provide Support Before People Know They Need It