What Do Customer Service Consulting Companies Actually Do?

[jamiewalker]

Hi everyone,

I’m trying to better understand what customer service consulting companies actually do in real-world projects. I know they aim to improve support operations, but I’m curious about what that looks like in practice.

What services do customer service consultants typically provide? Do they focus on things like support process optimization, training customer service teams, technology selection (CRM, helpdesk tools), performance metrics, or customer satisfaction improvement? How hands-on are they during implementation?

If you’ve worked with a customer service consulting company or been part of such a project, I’d appreciate hearing your experiences and what kind of impact they delivered.

Thanks in advance!

Jamiewalker

 

[julliazmarke]

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