The Complete Guide To Customer Support Channel Fundamentals

How to make every conversation between your support team and your customers provide an amazing customer experience

What you'll learn

Understand the pros and cons of each channel available to support

Understand how each channel benefits individual user types

Create your support channel strategy

Understand whether multichannel or omnichannel are right for your team

Understand when you need to upgrade your support tooling

Identify the top three audience personas for your support strategy

Explain your decisions and assumptions to cross-functional leadership outside of support

Requirements

A basic understanding of customer support: what it is, and how one does it.

A team or company structure that you can keep in mind to use for assignments

Description

Welcome to our comprehensive video series designed for business leaders, customer support managers, and anyone aiming to optimize their customer support strategy. This course goes beyond the basics, providing you with a deep dive into the various support channels crucial for enhancing customer engagement and satisfaction. Whether you’re building a new support team or refining an existing one, this series is your guide to making informed, strategic decisions about customer support channels.What You Will Learn:Channel Exploration:Detailed Overview: Get acquainted with a broad spectrum of support channels—from traditional platforms like phone and email to digital conduits such as live chat and social media. Understand the unique strengths and limitations of each channel and how they fit into a modern support strategy.Pros and Cons Analysis:In-depth Evaluation: We’ll cover the advantages and drawbacks of each channel, providing you with the insight needed to decide which channels are most beneficial for your business objectives and customer needs.Multichannel vs. Omnichannel Support:Strategic Insights: Gain a clear understanding of the differences between multichannel and omnichannel approaches. Learn how to provide a seamless customer experience across all platforms and discover which approach—multichannel or omnichannel—is best suited for your organizational goals.Practical Applications: Through real-world examples and case studies from companies like Disney and Capital One, understand the implications of each strategy and how big corporations handle customer support.Building Your Strategy:Interactive Assignments: Engage with practical exercises where you’ll assess the needs of your own business or a hypothetical company to design a robust customer support channel strategy.Comprehensive Strategy Development: By the end of the series, you will create a tailored support channel plan, considering factors like customer demographics, available resources, and technological capabilities. This plan will be ready to implement in real-life scenarios, ensuring you enhance customer interactions and support efficiency.Listening to Your Customers:Feedback Mechanisms: Learn techniques to effectively gather and analyze customer feedback. Understand your audience's needs directly from the source and adjust your strategies to serve them better.Who Should Enroll:This course is ideal for CXOs, customer support managers, startup founders, and team leaders who are responsible for customer interaction and satisfaction. It’s also perfect for students of business and marketing disciplines interested in understanding the intricacies of customer support in the digital age.Course Features:Step-by-Step Guides: Each module includes detailed walkthroughs and best practices to help you implement what you’ve learned.Interactive Quizzes and Assignments: Test your knowledge and apply what you’ve learned through real-world scenarios to reinforce your understanding.Flexible Learning: Access the content at your own pace and revisit as needed to master the art of customer support.Embark on this journey to transform your customer support from adequate to exceptional. Enroll now to build the skills to not only meet but exceed your customers' expectations, fostering loyalty and driving business success.

Overview

Section 1: Introduction

Lecture 1 Introduction

Lecture 2 What You Need to Know to Get Started

Lecture 3 How to pick channels

Lecture 4 Email

Lecture 5 Live Chat

Lecture 6 Phone

Lecture 7 Social Support

Lecture 8 Community

Lecture 9 Self-Service

Lecture 10 In-Person

Lecture 11 When should I level up?

Lecture 12 Multichannel, Omnichannel and more

Individuals looking to develop informed opinions on customer support strategy,People looking to make customer support their career,CEOs or founders looking to understand channel strategy,Support managers looking to develop themselves further