With advertising becoming a less reliable source of revenue for the embattled journalism industry, more news outlets are turning toward sources of consumer revenue to shore up their coffers. This rise of subscription and membership models has dovetailed with the rise of audience engagement in recent years, as newsrooms seek to build stronger relationships with their audiences. But scant attention has been paid to revitalizing approaches to customer service, which poses a problem because support teams are often the first or only point of contact for many customers.
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