Executive Summary


As the ways we communicate continue to evolve, customer support teams are experiencing dramatic industry changes. And with those changes come both challenges and opportunities to stand out from the crowd and deliver exceptional customer service. 
Customers now expect immediate, round-the-clock support, and if this expectation is not met, your company loses trust. Additionally, customers expect companies to be consistent in their communication across different channels — including phone, chat, email, and social media.



















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