Tell me if you can relate. You have called up customer support, only to end up waiting forever, and being transferred between members where no one seems to understand the issue. As an individual you end up frustrated, disappointed and without a solution. As a business owner, can you then complain if your clients end up leaving you for the same reason?
Statistics have long stressed how important customer service is. Management consultants Bain & Company found that while 80% of organizations think they provide great customer service, only 8% of their customers surveyed think those companies are actually delivering it. The survey also found better customer service significantly increases customer retention and overall profits as a result.
In an age where everyone is connected, the reputation of your company hangs on the mercy of one viral negative review. Using the power of social, you want your clients to rave about you on Facebook and Twitter, not complain. Customers expect a personalized, and customized experience each time.
Customer Service Management Software
Flawless customer service is essential for any organization chasing customer success. CSM software brings together all the tools, workflow and processes required for managing customer relationships. This is why many companies turn to CSM technology for help.
Customer service management (CSM) software improves visibility for your employees, allowing them to solve customer issues faster. It also allows your customer to reach you on the medium they prefer, giving the option of choice. CSM tools enable you to build more meaningful, personal and productive relationships with your client base.
How To Get More From Your CSM License?
Simply investing in a software license is not enough to change your world. As powerful as enterprise software are, their success or failure depends on how well your organization uses it. Building a customer service culture, around your CSM tool can eventually lead you to customer success. Some characteristics of a business that’s ‘customer centric’ include:
- Ensuring proper adoption and training for new CSM software
- Team members prioritize customer requests
- Well-informed front-line team to deliver effective first-time resolutions
- Taking feedback from customers and employees, and continually improving processes
Many small and medium sized organizations struggle to build a culture of great customer service, as they lack the time and resources to dedicate. When your internal IT teams are busy managing your core business, how do you adopt a new technology? This is why many businesses partner up with a managed service provider (MSP) to outsource their IT. MSPs have the requisite knowledge and expertise to streamline all your internal processes including CSM, and set you on your way to digital transformation.
Why Choose ServiceNow CSM?
ServiceNow CSM software, from the global platform-as-a-service (PaaS) giants enable you to enhance your customer service by boosting efficiency, and improving products and services. Some of its major features include:
- Self-service portal that automates common customer requests
- Omni-channel support for web, social, email, chat and telephony
- Intelligent routing with visual task assignment
- Customer data management
- Case and major issue management
- Field service management
- Dedicated performance analytics with reports and dashboard
- Integration capabilities with existing third-party apps
If you are already a ServiceNow license holder, the benefits are even greater as you get:
- Unified platform for customer service, IT, and other teams
- Unified knowledge base
- Unified employee service portal
- Unified customer service portal
- Existing Javascript support
ProV International Inc, is a leading ServiceNow services partner and provide various services from staffing to implementation including ITOM, ITSM, and CSM. We ensure you have a smooth roll-out and your staff are well-trained to give you the best possible adoption rates. To learn more about ProV’s services, drop a comment below or contact us today.
