The support organization is the voice and face of the company to its customers. But when customer problems require input or action from other departments, the support team often loses control and visibility of the issue. When customer problems do not reach resolution in a timely manner, customer satisfaction and loyalty are negatively impacted. For this reason, the support organization must step up to the plate in their role as customer champion and take control of the customer experience, even for issues routed to another department.
