Changing the focus of Customer Support can be challenging, but once implemented, it can lead to huge improvements. To get started, it is important to understand the key features of customer support and how they can improve the customer experience. For example, troubleshooting is a key function of Customer Support, and it requires confidence, analytical reasoning, and experience. To be effective, the Customer Support team must keep systems up to date and provide timely maintenance, which ensures high performance and security levels. In addition, the Customer Support Agent must request for feedback after every interaction with customers. This is essential in boosting brand awareness and fostering product innovation, and it also helps improve marketing performances. Fortunately, there are ma...
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