4 steps to optimize your customer service technology
Implementing your technology solution is a major milestone—and just the first step in a journey. As your business evolves, the technology supporting it needs to evolve with you. Routine check-ins are key. As your business evolves, follow these straightforward steps to ensure that the technology supporting it evolves with you.
- 3 to 6 months: Take a step back and understand how your business is evolving. Does the use of your technology align with the ways in which your customers engage with your brand? Does your team understand how to customize what they've got?
- 6 to 12 months: Fine-tune the last round of changes. Do they still make sense? Dig into your metrics with an eye for any bottlenecks.
- 12 to 18 months: Congrats, you're growing. Chances are those initial workflows and business rules don't serve your now larger team. Take the time to figure out: What do you need to get to the next level?
- Annually: What are your corporate goals? Tune your service strategy and also execute against it.