The value of exceptional customer service is undeniable. People will stay loyal to companies that provide incredible customer service. If you’re running a growing organization, the first thing that needs to be evaluated is your customer service model.
This is where customer service management (CSM) platforms come into play. These helpful solutions allow companies to use workflows to streamline operations, improve customer satisfaction, and boost brand loyalty. In the B2B space, customer service management platforms can make the greatest difference.
Why is Customer Service Management Important?
The importance of customer service management comes down to customer-centricity. There are two types of companies: customer centric and internally centric.
Customer centric companies value their customers and offer solutions that will benefit them, even if it’s not in their best interest. Internally centric companies are more focused on making sales rather than meeting demands.
Customer service management platforms help companies embrace internal customer centricity. By streamlining critical customer service operations, organizations can better assist customers and improve satisfaction. Customer service management is also key for the following reasons:
Customer Service Management Heightens Customer Retention
Canceling a service is easy these days. With the click of a button, customers can end their subscription to your product or service unless there is a long term contract involved. To prevent this, you need to give customers a reason to stick around.
Utilizing a customer service management platform makes it easier for customers to get in touch with you and have their complex issues or requests resolved more quickly. As a result, they’ll be more likely to continue using your product or service.
Customer Service Management Decreases Costs
The goal of any business is to increase profits while minimizing overhead costs. In the customer service department, this means reducing the time spent on each support case.
A customer service management platform allows agents to find answers to common customer questions quickly. This way, they can resolve support cases rapidly and move on to the next one.
Customer Service Management Platforms Can Improve Company Reputations
People are quick to share their experiences with a company, whether they’re good or bad. Approximately 67% of people will consider leaving an online review based on a positive experience.
However, 40% of them will leave a bad review after an unsatisfactory experience. If you’re affected, new prospects won’t give your brand a second look. Since consumers perform a lot of research before settling on a business, strong customer testimonials and reputations are essential to continual business success.
Regardless of the customer experience you provide, your customer base will have something to say about it online. Using a Customer Service Management platform will go a long way in building a positive company public reputation.
By efficiently handing customer cases and automating accurate responses, companies can use CSMs to elevate their reputation and draw more of their target audience.
Don’t Leave Room for Competitors
There’s no room for complacency in any industry. If you don’t continuously strive to improve your company, your competitors will quickly take advantage. It is said 89% of companies believe they compete with each other to deliver the best customer experience.
The same is true for customer service. If you don’t optimize your customer service department, your competitors will. They’ll attract your customers with promises of better support and quicker issue resolution. Optimizing your customer service department can be done by:
- Using live chat support to quickly address customer needs
- Providing self-help through customer service portals to allow customers to find answers to their problems without the need to contact the customer service team
- Proactively requesting customer feedback to improve customer service
- Personalizing each customer experience using CSM data
- Exceeding customer expectations with prompt and friendly service
Don’t ignore the need to implement a customer service management platform. Your entire business may depend on it.
How CSM Technology Can Help Your Customer Service Team
A customer service management platform is a worthwhile investment for your customer service team. By streamlining important customer service operations,, CSM technology can also provide:
A 360 Holistic View of Every Customer
Keeping tabs on a customer throughout every customer service touchpoint is critical in meeting their needs and ultimately retaining them. This is only possible with a customer service management platform.
With a CSM system, you have all the information you need about a customer in one place. This information includes vital insights from your CRM, sales automation process, DevOps, and relevant financial information.
Has their contract expired? Is a vital system down? Have they constantly complained about the same service?
With a customer service management platform, you can provide them with the best possible experience by addressing their individual needs, directing them to the right department, and eliminating customer service department silos in the process.
Fully Integrated Knowledge Base
Your customer service team can’t be expected to know the answer to every single customer question. However, they can be expected to know where to find the answer.
With a CSM system, you can provide your team with the knowledge they need to resolve support cases quickly. In addition, by automating common customer questions, you can free up your team’s time so they can focus on more complex issues.
Your customers should be able to reach you through their preferred channels, whether that’s via a self-help portal, email, phone, social media, or live chat.
A customer service management platform makes it possible for your team to interact with customers through multiple channels. This also includes using a self-help portal. Self-help portals allow customers to interact with your brand to find the answers to important questions. If they can’t find the answer, they can raise a ticket and get the help they need.
As a result, they can provide the best possible experience, no matter how they choose to get in touch.
A good customer service team is always looking for ways to improve. With a CSM system, you can use predictive analysis to find potential areas of improvement.
By analyzing customer interactions, you can identify patterns and trends. This way, you can prevent issues before they happen and keep every customer interaction positive.
Customer Service Centralization
A customer service management platform provides a centralized hub for all your departments that intersect with customer service, such as DevOps, IT, Finance, and HR.
By placing tabs on all these interactions. , you can keep track of every customer interaction and make sure nothing falls through the cracks.
In addition, centralization makes it easier for your team to find the information they need. They can quickly resolve support cases and provide the best possible experience with everything in one place.
Insights and Analytics
A CSM system can provide valuable insights and analytics that you can use to improve your customer service. By tracking key performance indicators, such as first contact resolution rate and average handle time, you can identify areas of improvement.
In addition, you can use customer surveys to collect feedback and get a pulse on customer sentiment. This way, you can proactively address any issues and make sure your customers are happy.
Service Level Agreements (SLAs)
Manually, dealing with SLAs can be challenging, especially if each agreement is complex and unique. Using a customer service management solution can help organizations manage complex SLAs, get to customer responses faster, and fix unnecessary issues that can slow down the entire process.
Learn More About Customer Service Management Platforms
If there were ever a way to automate operations to improve service efficiency, a CSM platform would be the perfect tool. Using a customer service management platform can help B2B organizations ultimately improve customer experiences.
If you’re operating in a competitive market where any slight advantage will prevail, using a CSM can help you elevate your customer experiences and take a competitive advantage. This is where Vivantio comes into play.
Vivantio leverages a customer service management platform to help companies:
- Consolidate customer views into one central platform
- Automate the business process to improve efficiency and provide faster, better service
- To understand if they are truly providing excellent service through monitoring of SLAs and customer surveys
- Access helpful reports and analytics to improve customer service look for bottlenecks or areas where service can be improved
For more than two decades, Vivantio has been helping clients optimize their service organizations by leveraging a uniﬁed service management platform. To find out how Vivantio can help you take advantage of customer service management platforms, contact our team today or register for a free demo.