Metrics: How are you measuring the quality of these interactions?

[shaownhasan]

This is your chance to unite teams around a shared understanding of what your customer experience can and should look like. Kick things off by setting a series of meetings dedicated to align relevant stakeholders around an overarching, channel-agnostic vision for customer service.

Pro tip: To ensure your vision is truly all-encompassing, self employed data have teams work together on a comprehensive customer journey map. Be sure to include key details on the following:

Touchpoints: Where do customers connect with your business across the buyer’s journey and for what reasons? What channels do they use to make these connections?
Stakeholders: Which stakeholders own your business’ various communication channels? Who else is involved in these interactions?
Pain points and gaps: What blind spots exist in your customer experience? What pain points prevent your teams from providing superior customer service? What are customers saying about your service standards?
Use this customer experience audit to serve as a shared place to document findings. The more specific everyone gets, the more effective your customer service strategy will be.

2. Identify key customer service channels and their owners
Go through the list of touchpoints you gathered during the last step and document each channel’s owner. Does each channel have a clear owner? Before you proceed, you’ll need to bring those individuals together to agree on next steps.

Of course, some channel owners are clearer than others. Phone, email and chat support, for example, fall cleanly under the customer service department’s umbrella. Social and community forums, on the other hand, are typically managed by marketing.