Should you invest in next-gen CSM? Find out how the best CSM software can benefit your business.
Along with the rise of the digital economy, customer standards on service delivery speed and quality elevated to greater heights. They now expect companies to provide fast and accurate digitalized resolutions to their service concerns, seamlessly through multiple channels.
Thus, to compete and effectively set themselves apart, modern enterprises need to quickly determine and confront the primary areas that directly impact the organization’s customer service performance. These include:
Based on these factors, it is evident that effective customer service management (CSM) warrants real-time visibility into the enterprise’s service line performance to efficiently address process challenges, improve service operations, and align your CSM initiatives with the overall business goal.
All of these are possible through automated CSM tools and applications.
The most innovative CSM systems go beyond traditional solutions to elevate the support you can deliver to your external customers. It enables you to provide services through multiple communication channels including web, email, chat, phone, and social media.
This multi-platform presence allows you to proactively address customer issues and instantly handle common requests or concerns by bringing the front, middle, and back offices together. As a result, enterprises experience increased customer satisfaction, reduced case volume, and lower costs.
CSM makes it possible to permanently resolve and prevent issues from occurring by streamlining and automating processes across various teams and departments involved in specific areas of concern.
By automating workflows from the front office to the back, tasks are intelligently routed to the most appropriate service agents with the necessary skill set to address the issue. It also automatically groups similar cases for faster resolutions. When an issue is resolved for a particular group of customers, future clients will no longer experience the same problem.
The right CSM tools provide organizations with real-time visibility into the health of customers’ products and services. This will allow you to identify problems, monitor how they are being handled, notify impacted users, or even prevent issues from affecting your customers entirely.
You can proactively send preemptive alerts or notifications to affected customers, making them aware of any service upgrades or disruptions so they won’t have to contact your help desk for support. Furthermore, it can help identify and automatically resolve the most frequently recurring issues by analyzing workflow trends for faster turnaround times.
Today’s digital consumers require fast and reliable feedback and resolutions to their product or service issues. They prefer transacting with companies that offer real-time and customized solutions from the moment they file a service request or incident.
Next-gen CSM allows you to automate the most common customer requests and concerns by providing real-time resolutions through an AI-powered chatbot and empowering agents with a streamlined, intelligent, digital workspace. These features merge together to enable organizations to elevate the level of customer service they deliver as they can provide 24/7 support to customers wherever they are.
Having the right CSM tools can help your enterprise increase revenue retention by $5.2M. How?
Research shows that customer loyalty accounts for 20% of your client base– and this 20% generates 80% of your company’s revenues. Evidently, customer loyalty increases profitability by fostering repeat buyers thus reducing operating costs and increasing referrals.
The primary objective of modern CSM tools is to deliver enhanced customer experiences and increase customer satisfaction through alleviating their most basic concerns, and immediately and efficiently addressing more pressing issues through automation and self-service portals.
The resiliency of any enterprise relies on how they interact with and resolve their customers’ product or service issues. Thus, modern businesses need to invest in the right CSM platforms that enable real-time visibility into service operations. This will deliver quality, real-time resolutions and responses to engage their customers and encourage retention.
Unikomm, the first ServiceNow partner in GCC, is one of the top ServiceNow consultants in Saudi Arabia. We pride ourselves on partnering with forward-looking enterprises in the KSA to deliver elevated customer experiences. Let’s work together in fortifying your CSM processes to accelerate business growth and resilience.
For more information on why – and how – you can digitalize the other areas of your enterprise, read more here.
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