on the other hand, refers to how

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Processes : Once you have defined who is good at what, you should think about how to redirect requests, that is, what types of questions to reassign to whom based on different skills. For example, certain team members will be more efficient at handling product-related questions and complaints. Processes are the second level of reference for shaping a channel strategy that works.

Technology :Once you’ve defined the different skills nepal telegram number database and the best people to handle certain problems, it’s time to think about how you can help your team get results using the right tools, every time. There are two main things to consider: convergence and collaboration. For convergence, ask yourself if your team members can quickly and easily retrieve any information, from any channel, to answer customer questions. In other words, the things we talked about before: conversation history, order history, and so on. Collaboration, easily your team can collaborate internally, such as an instant chat to solve a customer issue.

In summary, once you have your people and processes in place, technology decisions become much more manageable. You’ve figured out who is best at what channels and for what types of problems, and you’re clear on what technology you need to help your team get results.

People, processes, and technology are the foundation of an effective strategy. Understanding and addressing each aspect is key to efficiently supporting your customers. You don’t need an elaborate plan; if you have the right models and tools in place, you can provide optimal support in the channels your customers choose.

*This article was originally published in the ROBIN Guide to Customer Service for eCommerce.