Support is a Feature
REWORK
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Empowering Customer Support Teams
This chapter emphasizes the critical role of self-management and sound judgment within customer support teams, advocating for independent handling of customer interactions. It highlights the balance between speed and quality in responses, the significance of authentic communication, and the limitations of AI in providing personalized support. The discussion also focuses on the integral nature of customer support as a vital product feature, encouraging engagement and trust-building with customers.
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