Drive Customer Convenience by Enabling Text-Based Customer Support – Phase 1: Create the Business Case for Text-Based Customer Support

Author(s): Ben Dickie , Evan Destunis

Understand the use cases and benefits of using text-based services for customer support, and establish how they align to your organization’s current service strategy.

Sections within this phase include:

Project Charter Template
Text-Based Service Channel Matrix
Text Messaging Business Case Assessment

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Thought model representing Drive Customer Convenience by Enabling Text-Based Customer Support

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Drive Customer Convenience by Enabling Text-Based Customer Support – Phase 1: Create the Business Case for Text-Based Customer Support

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