Jan 18, 2023
Build vs. Buy: A guide to investing in AI for your support experience
Sr. Product Marketing Manager, SupportLogic
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Support Experience Is Brand Experience
We are living in an “everything-as-a-service” economy. From music and coffee subscriptions to marketing and ERP software, the experience you provide your customers is the most important factor influencing brand loyalty, retention, and customer acquisition.
Sales and marketing may be on the front line for customer acquisition, but your ongoing customer relationships are driven by customer support.
That means that the support experience is more important than ever before.
SupportLogic has worked with a number of support leaders, organizations and experts to learn about the different stages in the evolution of support teams and what it takes to move from one stage to the next. What we learned went into creating the Support Experience Maturity model and the Support Experience Maturity Assessment.
Download The Definitive Support Experience Maturity Model eBook
Understand the details of each stage in the support team evolution
How Mature Is Your Support?
The customer Support Maturity Model encompasses six major stages, from a purely reactive, ill-equipped approach to a fully predictive and highly enabled approach. The stages are:
- Reactive
- Formal
- Strategic
- Managed
- Proactive
- Predictive
Take our Maturity Model Assessment to learn where your team lies on this spectrum. When you’re finished, you’ll have the opportunity to review your results with our Support Experience Experts.
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