HR GENIUS BLOG
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The Marketing department doesn’t “own” your company’s website, take ownership of the support pages.
Only the Customer Service department knows the campaigns and process’s inside out and can truly provide genuine self-help to the customer thus improving customer experience even further!
Remember to include a FAQ section and update it regularly also post status update in case of emergencies, such as service downtime, scheduled maintenance or implementing new exciting features – keep the customer in the loop, they’ll appreciate it.
It will help tremendously with call avoidance, and at the same time will make it insanely fast to address any potential customer issues.