Question

The Vice President (VP) of Customer Support for Universal Containers has issued a mission statement that "We will empower our customers to interact with us in the way of their choosing." Universal Containers has recently deployed a new toll-free interactive voice response (IVR) system and knowledge base. The VP has asked the management team to make additional system enhancements to fulfill this mission statement.Which three should the consultant recommend to achieve the mission statement? (Choose 3)a. Replace the existing "Chat Now" button on the Customer Community with a toll- free phone number.b. Enforce that customers must search the knowledge base before they can see the Contact Us page.c. Enable customers to be emailed FAQs by accessing the interactive voice response 24d. Optimize the customer community for mobile devices to have access to the same support as desktops.e. Create a central "Contact Us" page which provides access to all available channels.

Answer 1

Answer: The three most appropriate options are:

options C, D E

Explanation:

(1) Enabling customers to be emailed FAQs by accessing the interactive voice response 24 hours a day helps consultant achieve mission statement.

(2) Also, mobile devices should have the same support as desktops for mobile devices customer community and should be well optimized.

(3) Consultant will achieve mission statement if a central "Contact Us" page is created which provides access to all available channels.