Customer trust is one of the most important areas to focus on when things go wrong.
Our support teams are vital to building and maintaining that trust, and we ask a lot of these teams during incidents. They’re the ones speaking directly with impacted customers who might be frustrated or confused. When an incident is managed poorly, they feel the pain directly. They deserve a seat at the table.
Leveraging customer support leaders during incidents means a better experience for your support staff by ensuring their needs are met and a better experience for customers by having their biggest advocate participate in the response process.
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