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Learning Paths

Customer service and success

Learn how to review the quality of customer service delivered by online channels and balance this against the cost to serve

Module purpose

There are a number of options for delivering customer service online either using web self-service via FAQ or a knowledge base or human assistance where that is required.

Improving the quality of service can help customer satisfaction and retention.

This module shows you how to review different types of online customer service including knowledge bases, email support and social media customer care.

Module structure

  • Objectives
  • Online customer service and customer care
  • Why is good quality customer service important?
  • Measure and benchmark performance
  • Response to contact forms with email
  • Web self-service through FAQ and knowledge bases
  • Live Chat customer service
  • Call-back online customer support
  • Using social media for customer support
  • Improving customer service delivery
  • Summary

Learning objectives

  • Review the effectiveness of your online customer care options
  • Apply best practices to improve the quality of online customer service

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This module is in the RACE Practical Digital Strategy Learning Path

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Starter members get full access to this and 8 other Learning Paths.

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What are Learning Paths?

A modern training solution to help businesses grow through marketing

Learning Paths bring together all of the relevant training and associated resources into a single, customizable journey.

Whether it's specific, task-based skills or fully mastering a single discipline, Learning Paths provide the training your business needs to expand into new channels and improve the results of your current marketing activities.

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Learning Paths are divided into strategic and channel-based marketing modules, which help you align development needs with business objectives.

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Each Path is supported by our 20 comprehensive marketing toolkits, reducing outsourcing costs by expanding your in-house knowledge and expertise.

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Deliver real business results with our practical, ready-to-go templates. Instantly apply them to your own marketing activities to drive efficiency and track your results.

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