Besides the small introduction, subscribers and consulting clients within this management domain have access to:
Understand the use cases and benefits of using text-based services for customer support, and establish how they align to the organization’s current service strategy.
Identify the right applications that will be needed to adequately support a text-based support strategy.
Create repeatable workflows and escalation policies for text-centric support.
Workshops offer an easy way to accelerate your project. If you are unable to do the project yourself, and a Guided Implementation isn't enough, we offer low-cost delivery of our project workshops. We take you through every phase of your project and ensure that you have a roadmap in place to complete your project successfully.
Create the business case for text-based support.
A clear direction on the drivers and value proposition of text-based customer support for your organization.
1.1 Identify customer personas.
1.2 Define business and IT drivers.
Identification of IT and business drivers.
Project framework and guiding principles for the project.
Create a technology enablement framework for text-based support.
Prioritized requirements for text-based support and a vetted shortlist of the technologies needed to enable it.
2.1 Determine the correct migration strategy based on the current version of Exchange.
2.2 Plan the user groups for a gradual deployment.
Exchange migration strategy.
User group organization by priority of migration.
Create service workflows for text-based support.
Customer service workflows and escalation policies, as well as risk mitigation considerations.
Present final deliverable to key stakeholders.
3.1 Review the text channel matrix.
3.2 Build the inventory of customer service applications that are needed to support text-based service.
Extract requirements for text-based customer support.
Finalize the text service strategy.
Resource and risk mitigation plan.
4.1 Build core customer service workflows for text-based support.
4.2 Identify text-centric risks and create a mitigation plan.
4.3 Identify metrics for text-based support.
Business process models assigned to text-based support.
Formulation of risk mitigation plan.
Key metrics for text-based support.