Customer Service Guide for Startups: Optimizing the Omnichannel Experience

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Make the most of an omnichannel customer experience — work from the beginning with customer retention and satisfaction in mind. With these simple goals, and this free guide to omnichannel CS, you’ll be able to identify the best channels for your users at every step of their customer journey. Plus, learn how to leverage and parse the data you get from them. Create a system to measure customer satisfaction and turn it back into CS/product improvements.

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you should read this ebook if...

  • You need help unifying and simplifying your customer experience across different channels
  • You’re working support for a startup, either as a dedicated CS rep or just as the founder
  • You need to implement a basic customer satisfaction framework for your org, determine which metrics to track, and how to integrate it with different support channels

about this ebook

How do your customers and prospects like to communicate? That’s the question at the heart of this CS ebook. And when you start with that in mind, it gets easier to create the right experiences for them. Ones that keep them happily on board and make it easiest for your team to advocate on behalf of the customer. How do support channels translate to customer advocacy? When you make outreach intuitive and personalized, tailored for each touchpoint along the way, you’re actually creating…

Make the most of an omnichannel customer experience — work from the beginning with customer retention and satisfaction in mind. With these simple goals, and this free guide to omnichannel CS, you’ll be able to identify the best channels for your users at every step of their customer journey. Plus, learn how to leverage and parse the data you get from them. Create a system to measure customer satisfaction and turn it back into CS/product improvements.

Customer Service...ZendeskCustomer Experience & JourneyCustomer Service Guide for Startups: Optimizing the Omnichannel ExperienceWhat does your customer journey map look like? Do your customers move smoothly through a funnel, each touchpoint tracked as they interact and become further enmeshed with your brand and product? CX helps you identify customer barriers and points of friction. You can learn how to leverage that CX data along with the customer journey using our free ebooks and guides on customer experience.CustomerHey CS pros, lean on us. We've got the free resources every customer support professional needs. Learn from the best customer experience ebooks to reduce churn and improve retention. Find support team-tested best practices for amplifying the voice of the customer within your org. And get buy-in for the customer service tools your team and your customers need to thrive.Customer Service...ZendeskCustomer Experience & JourneyCustomer Service Guide for Startups: Optimizing the Omnichannel ExperienceWhat does your customer journey map look like? Do your customers move smoothly through a funnel, each touchpoint tracked as they interact and become further enmeshed with your brand and product? CX helps you identify customer barriers and points of friction. You can learn how to leverage that CX data along with the customer journey using our free ebooks and guides on customer experience.CustomerHey CS pros, lean on us. We've got the free resources every customer support professional needs. Learn from the best customer experience ebooks to reduce churn and improve retention. Find support team-tested best practices for amplifying the voice of the customer within your org. And get buy-in for the customer service tools your team and your customers need to thrive.

Key insights

How do your customers and prospects like to communicate? That’s the question at the heart of this CS ebook. And when you start with that in mind, it gets easier to create the right experiences for them. Ones that keep them happily on board and make it easiest for your team to advocate on behalf of the customer. How do support channels translate to customer advocacy? When you make outreach intuitive and personalized, tailored for each touchpoint along the way, you’re actually creating…

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Customer Service Guide for Startups: Optimizing the Omnichannel Experience
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Customer Service Guide for Startups: Optimizing the Omnichannel Experience
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Alissa Pagano
3.9
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Value

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What we loved:

We thought this might be all (or at least mostly) theory, but there were some nice actionable tidbits here. It’s not what you’d call a how-to guide or anything, but you’ll leave with a good sense of how to leverage omnichannel customer service. We also enjoyed the orange text that signaled external references or important takeaways. We had other issues with the design but thought that worked well enough.

What we didn't love:

This ebook was a bit of a slog to read. It’s laid out OK, it’s passable, but Zendesk can do better than 16 image-less pages of 2-column text. Toss a little variety in here to hold our interest and help propel us through. Structure could use a little sprucing up as well.


20 pages
Table of Contents
External References
ISBN
978-3834239204

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