Customer service is a changing field and new technologies are making it imperative that organizations deploy the correct customer service strategies and tools. Deciding which CSM suite to select is a difficult task. Use this research to expedite the selection process, and choose the best CSM platform for your organization’s unique needs.
- A standalone CSM platform is not necessary for all organizations. However, if one is merited by product and service complexity, adoption can boost key customer service metrics (like first contact resolution and customer retention).
- CSM platforms bring together a host of features, including knowledgebases, customer portals, resolution workflow tools, reporting and analytics, and social and mobile access.
- The vendors in this space all provide strong offerings; however, some are more appropriate for particular use cases than others. Undertake a comprehensive assessment of user and business needs prior to your selection process.
- CSM platform implementation considerations include points-of-integration, maintenance and security, training and end-user adoption, and ongoing monitoring and evaluation.
Platform selection and implementation misfires are costly and time-consuming. Adhering to best practices around evaluating and selecting a CSM solution will ensure that the full potential of the platform is realized.