Customer Support

Module 1:

• Getting Started
• Workshop Objectives

Module 2:

• What is Customer Service?
• Support vs. Service
• Who Participates?
• Metrics
• Trends
• Case Study

Module 3:

• Challenges
• Customer Challenges
• Crisis
• Ticket Backlogs
• End Relationship with Customers
• Case Study

Module 4:

• Email
• Formal yet Conservational Style
• Scripted yet Authentic
• Explain Information Carefully
• Results
• Case Study

Module 5:

• SMS
• Convenience of Texting
• Apps and Software Available
• Information to Communicate
• Professional Communication Through Text
• Case Study

Module 6:

• Webchat
• Personalize
• Apps and Software Available
• Real time Support
• Etiquette
• Case Study

Module 7:

• Multi-Channel Apps
• Different Multi-Channel Apps
• Pros
• Cons
• Making a Decision
• Case Study

Module 8:

• Support Ticket Apps
• Different Support Ticket Apps
• Pros
• Cons
• Making a Decision
• Case Study

Module 9:

• Documentation
• What to Document
• Using Tools
• Prepare Documentation
• Retain
• Case Study

Module 10:

• Feedback
• Surveys
• Boxes
• Analytics
• Usability
• Case Study

Module 11:

• Be Proactive
• Research Analytics
• Discover Opportunities
• Prevent Problems
• Provide Support Before People Know They Need It
• Case Study

Module 12:

• Wrapping Up