Customer Support (not CSM) 2021 and beyond
Expert 
Hi All!
With 2020 finally ending (not soon enough lol) our company is looking at making our plans for 2021 and beyond for the Customer Support team. I know this is a community around CSM but here at SEMrush our CSS and CSMs work very closely.
One of the questions my CRO is asking as we plan is where do we see support going? What trends do we see happening (more live chats and email then phones?)
My question for the community here is what articles, webinars, videos have you researched as you all plan for 2021 as well? Any insights/takeaways you can add to those resources would be an awesome add.
Thank you everyone and best of luck to everyone going through their own 2021 planning!
With 2020 finally ending (not soon enough lol) our company is looking at making our plans for 2021 and beyond for the Customer Support team. I know this is a community around CSM but here at SEMrush our CSS and CSMs work very closely.
One of the questions my CRO is asking as we plan is where do we see support going? What trends do we see happening (more live chats and email then phones?)
My question for the community here is what articles, webinars, videos have you researched as you all plan for 2021 as well? Any insights/takeaways you can add to those resources would be an awesome add.
Thank you everyone and best of luck to everyone going through their own 2021 planning!