Customers expect a high-touch, relevant, and personalized experience from all brands that touch their lives. Customers are demanding consistency of treatment when self-service escalates to assisted service. In turn, application leaders will demand that vendors provide channel synchronization, better use of AI, team collaboration, contextual knowledge and event-centric treatment. So what can companies do to keep their customers satisfied? According to a 2018 Forrester Report on Customer Service trends, 66% of US online adults said that valuing their time is the most important thing a company can do to provide them with good online customer experience.
ServiceStack has built a CSM methodology for those organizations considering implementing ServiceNow Customer Service Management. The objective of the framework is to identify the cost, benefit, flexibility, and risk factors that affect the investment decision.
Our way of implementing CSM helps Organisations :
- Improve Customer Service Experience
- Improve Agent Productivity
- Ability to Access rick knowledge base
- Improved issue resolution time
- Improved Organisation Efficiency and Decision Making
- Flexible Platform
- Smooth upgrades
At ServiceStack, we believe the future of customer service lies beyond CRM applications. ServiceStack Customer Service Management implementations connects customer service teams with the rest of the organization through automated workflows to help predict issues and find and fix the underlying causes to deliver an effortless service experience. Customer Teams can cater to multiple customers and not be siloed and focused on one customer issue. The Customer Teams are enabled with informed data to take empowering decisions which drive customer satisfaction and hence customer retention.