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The 5 tiers of customer support

The 5 tiers of customer support

by on December 17, 2018

A lot of people think that customer support is the sort of thing that anyone can excel in. However, this field has become so important for a reason. It is the backbone of pretty much every consumer facing industry out there.

Hence, it is important to understand the various complexities of the field. There are actually five tiers to customer support.

Understanding these tiers can help you get a sense of what customer support is all about. Listed below are the tiers and their purposes.

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eDelivery : The trade title for professionals who support multichannel retail

by on May 18, 2015

Mark Pigou writes ..

We are the trade title for professionals who support multichannel retail. Experts in supply chain, operations, logistics, warehousing, customer support and related services, how can we together ‘fulfil the multichannel promise’.

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Does it end up with your prospect making no decision at all? : 4 steps to avoid the wasteful ‘no decision’

by on June 24, 2012

Over the past six years, forecast deals are closing at a lower and lower rate, and a dramatically higher percentage are ending up with the prospect making no decision at all.

In the technology industry, for example, “no decisions” have jumped from 17% in 2006 to a whopping 26% today. That’s more than one in every four deals!

Jim Dickie, CSO Insight’s managing partner, says this should make any sales leader cringe.

“It’s not a big deal to lose to a competitor; it happens to everyone,” he explains.

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