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🟣 Support Query
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Your email address
Company Name
Website
Do you offer customers multiple ways to contact you (e.g.email, phone, chat, social media)?
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Are all customer interactions (across channels) visible in a single system for your agents?
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Do your agents have clear documented workflows for handling common customer inquiries
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Do you track basic customer service metrics (eg. number of tickets, response times)?
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Do you regularly collect feedback on customer satisfaction (e.g. CSAT)?
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Do you provide formal and ongoing training for new and existing customer service agents?
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Do you have an internal knowledge base or resources for agents and customers to quickly find answers?
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Can your current system easily handle an increase in customer inquiries during peak times?
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Are your customer data and communications handled securely and in compliance with relevant regulations (e.g. GDPR, PAIA, POPIA)
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Do you offer a customer-facing help center or FAQ portal where customers can find answers themselves?
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Is your customer-facing knowledge base easily searchable and kept up-to-date?
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Do you utilize chatbots or AI to answer common questions or deflect simple inquiries?
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Do you use automated responses for common inquiries (e.g. received your email)?
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Are customer inquiries automatically routed to the correct agent or department based on topic or urgency?
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Do your agents use pre-written responses or macros to quickly address common questions?
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Does your customer service system integrate with other key business systems (e.g. CRM e-commerce)?
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Do your agents have tools to quickly access customer history order details or other relevant information?
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Do you track how many customer inquiries are resolved through self-service or automation?
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Do your agents have the information to personalize customer interactions based on past history or preferences?
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Do you have a structured program for collecting analyzing and acting on customer feedback?
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Can customers seamlessly switch between contact channels (e.g.start a chat then continue on email) without losing context?
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Do you have robust tools to monitor and improve agent performance (e.g.quality assurance coaching)?
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Do you use advanced analytics to gain deeper insights into customer behavior and service trends?
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Do you have programs in place to reward and retain loyal customers?
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Is there a clear process for customer feedback to inform product or service improvements?
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Do you use data to identify and resolve potential customer issues before they escalate?
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Is your customer service experience optimized for mobile users (e.g.responsive design mobile app support)?
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Do you use AI (e.g., answer bots, smart suggestions) to improve the effectiveness of your self-service portal?
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Do your agents use AI-powered tools (e.g., real-time suggestions, sentiment analysis) to help them respond more efficiently and accurately?
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Do you leverage AI to automate complex workflows, such as automatically classifying tickets or predicting customer needs?
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Do you use AI to analyze customer sentiment from interactions to identify at-risk customers or emerging issues?
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Anything else we need to know?
Tell us anything more we need to know so we can help as best as we possibly can.
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