3 Reasons Customer Service Management Software is More Critical Today


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Customer service management software and CRM focuses on providing more efficient ways to unify business activities to carry out more effective customer service actions contributing to a better service experience.

Technology is helping businesses face many of the challenges they face as they try to maintain or build market share. One of the most helpful tools they’re using to help clients and keep revenue high is customer service management software.

Using CSM applications is more important than ever given the extent of globalization enterprises face the constant need to integrate great customer service into the technological marketplace. The Shopify website, for example, has a number of resources for service management professionals to learn more about customer service solutions.

This growing need to use technology to improve efficiencies and cut costs, opens the door for customer service management software and CRM to help customer service managers streamline service and organize support operations. These 3 reasons are key reasons why service management software is a wise investment in your organization.

1. Customer Service Management Software Helps Manage Customer Expectations

Consumers, like you, have some expectations about what they’re going to get out of the business-customer relationship. As outlined by Unitiv, at a most basic level, they expect that their products and services will be delivered intact and on time, at the competitive price agreed and with high quality. They also expect that if there is a problem, you’ll be available to help them resolve it quickly and with respect.

Customer service management software can alert you when there is a problem with an order, such as the item being delayed or out of stock. It also can provide basic information about the transaction, such as when it happened. Some programs can automate tasks related to sales, as well, such as sending confirmation emails.

You also can track what’s being done to resolve issues and what the status of a transaction is. This helps you respond faster to your customers when they contact you, giving you the information you need to keep them up-to-date. You also can offer different compensations, such as a discount, based on what you see happening and what you know the customer wanted to receive. All this makes your customers feel more comfortable working with you, building loyalty.

2. Service Management Software Streamlines Handling Customer Complaints

Good customer service management software usually streamlines your team’s ability to resolve complaints, simply because you have more information when you need it and don’t have to do everything manually. It also can make follow-up easier, such as generating an automatic confirmation email when a representative logs a support ticket.

Subsequently, you can help more customers and have time to get to the heart of the problems that are occurring. If you resolve more issues well, customers’ opinions can go up and word-of-mouth conversations likely will be positive. Sales likely will go up or at least remain steady as a result.

3. Software is Key to Giving You Insight On How Customers See Your Business

In general, failure to meet your customers’ expectations and resolve their complaints translates to negative brand experiences. At best, this means you lose customers and have to spend money finding others. At worst, it means customers openly spread word of what the poor service, damaging your brand reputation. Social media lets people do this in just hours.

By contrast, when you use customer service management software to improve what customers go through, they feel good about your company and are more likely to come back. They’ll tell others about what happened and recommend you, boosting your sales without any additional marketing effort from you.

Are you getting the most from your CRM, CSM, or service management dashboard?

Ultimately, you should be asking yourself the following questions to gauge if you’re getting the most out of your service management tools:

  • Can your customer service management system track customer interactions in real time and address sub-par customer service experiences?
  • Can you provide your teams real-time customer information so that service agents can make better, more informed customer impacting decisions?
  • Can you link customer interactions from pre-sales, order process, fulfillment, and post-order support?
  • Are you seeing accelerated customer service case resolutions with better customer service ratings?
  • Are you seeing improved customer service responses and better response quality and accuracy?
  • Are you staying on top of your team’s day-to-day performance and have access to real-time customer service agent case data to help service agents with training and feedback closer to the time the case took place?

The connection between customer service, retention and referral is why experts recommend viewing your customer service team as a primary marketing platform. Organizing the activities that make up running customer service effectively and delivering efficient customer service is critical to the long-term success of your organization.

Customer relationship management begins by bringing in the right people, training them to do the job it right, and then supporting them and the management of the team with the right customer service management software solution to give the the necessary insight to do customer service right.

Republished with author's permission from original post.

Flavio Martins
Flavio Martins is the VP of Operations and Customer Support at DigiCert, Inc., a leading provider of enterprise authentication services and high-assurance SSL certificates trusted by thousands of government, education, and Fortune 500 organizations. Flavio is an award-winning customer service blogger, customer service fanatic, and on a mission to show that organizations can use customer experience as a competitive advantage win customer loyalty. Blog: Win the Customer!


  1. Really helpful insights Flavio.
    The customer service management is completely revamped after the Covid-19 pandemic situation.
    As the corona crisis changed the processes of work management, it’s critically important to organize customer service management to maintain business resilience.
    Thanks for sharing the values!


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