Customer service software

Customer service software


If your company uses customer service software, you are providing (automated) service to customers before, during and after a purchase. Accordingly, it may vary by product, service, industry and individual customer. The perception of success of such interactions is dependent on employees "who can adjust themselves to the personality of the guest". Customer service software can help organizations make a difference. Simply because customer service is often referred to when describing the culture of the organization. It concerns the priority an organization assigns to customer service relative to components such as product innovation and pricing. In this sense, an organization that values good customer service may spend more money in training employees than the average organization, or may proactively interview customers for feedback.

From the point of view of an overall sales process engineering effort, customer service software fulfills an important role in an organization's ability to generate income and revenue. From that perspective, customer service software should be included as part of an overall approach to systematic improvement. One good customer service experience can change the entire perception a customer holds towards the organization.

CRM software

Customer relationship management (CRM) is a customer service software tool. In short, it’s an approach to managing a company’s interactions with current and future customers. Customer relationship management often involves using technology to organize, automate, and synchronize sales, marketing, customer service, and technical support.

Implementing CRM in a company

  • Making a strategic decision on what problems the CRM or customer service software system is to address, what improvements or changes it should bring in the business processes of the organization.
  • Choosing an appropriate project manager. Typically IT will be engaged, however a manager with a customer service/sales and marketing focus should be involved, as the impact of the project will be mainly on the business side.
  • Ensuring executive sponsorship and top management support.
  • Empowering team members with the required authority to complete the tasks.
  • Selecting the correct implementation partner. They must have both vertical and horizontal business knowledge, as well as technical expertise.
  • Defining KPI's that will measure the project's success.
  • Using a phased approach. Working towards long-term enterprise-scale implementation through a series of smaller, phased implementations.