As the CEO, your focus is on the big picture growth of your company and the overarching strategies that go along with it. You trust other members of your team to handle your customer service department and make recommendations on your tech stack. But, when is it your role to take more of an interest in customer service tech? Should interactive voice response and self-service support be on your radar?
The answer is -yes. They should at least be on your radar enough to prompt you to ask the right questions about their role in your organization. After all, when all is said and done, customer satisfaction has a whole lot of impact on your company’s growth.