What is Customer Service?

It’s helping your customers do business with you through every phase of the lifecycle. We call it Cross-Channel, Cross-Lifecycle Customer Service. Deliver it effectively and you’ll make it easier for your customers to do business with you. Deliver it effectively, and you’ll have stronger, more profitable, customer relationships.

One of the hardest customer service elements to get right is search and findability: connecting customers with answers. We call this Self-Service and Support Search—the technologies that enable you to guide a customer to resolve their problem, perform research, and get answers to their questions online.

This tool kit includes technology frameworks, evaluation matrices, vendor comparisons, and so you can identify requirements, compare vendors, and get the answers you need to support you Cross-Channel, Cross-Lifecycle Customer Service and Self-Service and Support Search initiatives.

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