It is important to streamline customer operations by breaking down silos and automating processes across frontline, middle, back office and field teams to create a better customer experience. By empowering customers with personalised, automation-enhanced self-service options, organisations can provide a consistent experience across every interaction. For those customers who require or prefer live assistance, agents can be available to help provide an experience that accurately anticipates customer needs, while also reducing customer effort.
CSM systems allow you to create workflows that route tasks directly to middle office, back office or field teams, bypassing the contact centre when necessary, to increase efficiency.
With a service management approach, customer service is connected to support operations on a single platform, giving them visibility into the health and operational status of customer-facing digital and connected products and services. This enables faster issue resolution and more proactive customer service. You’ll also be able to preemptively address customer issues while building trust and fostering loyalty; easily reach out to customers when issues arise, let them know that it is being addressed, and provide an estimated time to remediation.
CSM solutions empower you to manage customer projects effectively, including customer and product onboarding, and more complex, longer-running projects with multiple tasks. At the same time, CSM allows organisations to scale customer operations, handling more issues, cases and support tasks, without demanding more resources.
CSM systems give you end-to-end case resolution data on a single platform. With this data, in-platform analytics helps companies identify opportunities to increase efficiency and automation by analysing current and past performance. This data also helps you identify bottlenecks and optimise processes, reducing overall resolution time.