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dIGITal ENTErPrISE | STRATEGY
sunil Mittal
maildqindia@cybermedia.co.in

10 Strategies to Modernize

Customer Support Operations

While it’s certainly been overused, the old saying is still very true – the

customer truly is king. Most organizations struggle with multiple time-
consuming customer service manual processes and functions in siloes that
collaborate little with each other

ccording to Salesforce research, 92% of senior wonder, customer support is looked upon by many or-
executives believe that customer experience is ganizations as a separate cost center.
a key competitive differentiator and that they The quality of support extended to customers directly
A view customer service as the primary vehicle impacts the brand value in the market. No longer can an
for improving the customer experience. organization afford to be a customer support laggard.
Today’s demanding customers want instant gratifica- According to Forrester, 72% of businesses say that im-
tion. Many organizations are grappling to cope with all proving the customer experience is their top priority.
the advancements, while they are still stuck with the Unlike the traditional customer engagement model
traditional customer engagement model that is primarily that focuses on revenue creation, the modern customer
centered around telephonic interactions and emails. No engagement model is focused on value creation and that

52 | January, 2018 www.dqindia.com A CyberMedia Publication |