The best customer experience leaders stay on top of emerging ideas in customer support frameworks, but making the case to shift strategies or invest in implementing them is a different story. Turn ideas into reality with tactics to get buy-in from leadership and a tactical plan to start implementing 2021’s anticipated CX trends.
Good customer support reactively answers questions quickly, accurately, and efficiently, but great customer support both anticipates and answers customer questions before they arise and leads customers to where they should be headed next.
Frameworks have helped teams work smarter. However, it might be challenging figuring out whether a framework is the right solution for you. In this post, Diana Potter (Head of Support & Success at Qwilr in the B2B space) and Denise Twum (Support Process Manager at SmugMug in the B2C space) share their decision-making process on whether a framework will help them solve problems in support.