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Customer Success
Multi-channel support and knowledge-driven resolution
Business problem
Support requests come from email, chat, and portal; agents lack a unified view and repeat answers that already exist elsewhere.
Impact when solved
Higher first-contact resolution and CSAT; lower handle time and consistent answers.
Solution (3–6 steps)
- Unify tickets and conversations into one queue with customer and product context.
- Suggest answers from a curated knowledge base; escalate complex or at-risk accounts.
- Validate sensitive responses (refunds, credits) with a human; update CRM and knowledge base.
- Track resolution and feedback to improve content and routing.
Control points
- •SLA and priority rules by segment
- •Mandatory validation for compensation and exceptions
- •Full log of responses and escalations
Success indicators
- •First contact resolution
- •Average handle time
- •CSAT and escalation rate
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