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The Buyers’ Guide for Customer Service Software The Buyers’ Guide for Customer

The Buyers’ Guide for Customer Service Software The Buyers’ Guide for Customer Service Platforms 2 Introduction Multiple stakeholders play a role in choosing the right customer service platform for your business. The process involves business leaders, contact center leaders and managers, and IT teams. Each stakeholder has different priorities that need to be considered before a purchase decision can be made. This can create issues that slow down your software purchase decisions. 1. Diverse expectations Each stakeholder has their own agenda when it comes to choosing the right customer service software, and not all of these align with the expectations of the customer or service team. According to a study, the single largest factor accounting for 70% of project failures, is establishing poor requirements. 2. Cost of ownership 52% of B2B buyers said that the biggest risk of getting a purchase wrong is wasting company money. For a software purchase, licensing cost is just the beginning, followed closely by customization costs, charges for installation, maintenance, and upkeep costs, etc. Stakeholders are often not aware of the ‘Total Cost of Ownership’ when selecting and purchasing customer service software. 3. Clear rationale In order to ensure the entire organization is on board with the purchase, the stakeholders need to be clear on the rationale behind their choice. What makes this software the right choice for their company? Why does it beat out its competitors? What are the benefits it brings to the table? These questions have to be answered before the final purchase decision can be made. Freshworks’ Buyers’ Guide for Customer Service Software defines the key principles behind the software purchase decision, addressing the needs of each stakeholder involved. It aims to tackle the issues mentioned above and make the purchasing process easier and faster for you. Purchasing priorities when selecting customer service software Business • Future-proof your CX • Find a strategic edge • Protect revenues • Minimize costs Contact center • Increase CSAT • Optimize productivity • Improve performance • Improve agent experience IT • Align technology to the business • Improve ROI • Reduce risk The Buyers’ Guide for Customer Service Platforms 3 What you need to look out for Customer expectations are growing at a very fast pace, and businesses are scrambling to keep up. PwC Research found that the number of companies investing in the ‘omnichannel experience’ has jumped from 20% to more than 80% as customers demand consistent experiences across multiple channels of communication. Your customer service needs to stay ahead of the curve. Here are the 4 aspects of a customer service software you need to focus on to ensure this: PART I Business priorities when selecting customer service software Future-proof your CX Find a strategic edge Protect revenues Minimize costs Emerging service channels AI and automation 360º view of the customer Proactive service 1 3 4 2 The Buyers’ Guide for Customer Service Platforms 4 1 Emerging digital channels We’re seeing a clear shift in traffic with more customers moving to digital channels and leaving behind traditional ones. Customers find chat to be easy, intuitive, and accessible, often resulting in a faster resolution. Digital channels are also quite cost-effective for organizations. For example, moving from phone to live-chat support saves $7 per customer interaction. Consumers use an average of almost six touch-points with nearly 50% regularly using more than four “ Keep in mind: Prompt customers using traditional channels to switch to digital channels. For example: if a customer is waiting on hold on the phone, you can provide them with your chat support number to cut down their wait time and ensure they get served faster. Your chat and messaging channels have to be visible to ensure customers use them regularly. Must-have software features Omnichannel management Manage communication and interactions across multiple channels with a centralized view. Keep your agents from having to toggle between screens and ensure your customer’s problems are resolved faster. Live-chat support Start chatting with visitors looking for support on your website or mobile app. You need to be able to provide a continuous messaging experience to save customers from having to repeat themselves in case their network drops out and they need to start a new chat session. If your agents are unable to solve the issue via chat, make sure they have the ability to convert the chat into a ticket on your helpdesk. Instant messaging support Enable customers to message your service team through apps like Whatsapp, Facebook Messenger, Apple Business Chat, etc. Social media integrations Manage your brand’s Twitter and Facebook accounts from within your customer service platform. Ensure that you are able to convert all relevant mentions and messages into tickets without leaving your application. “ PART I Business priorities when selecting customer service software The Buyers’ Guide for Customer Service Platforms 5 2 AI and automation AI, if implemented correctly, can support your team throughout the ticket lifecycle. AI-powered chatbots can ensure that your agents spend less time answering basic, repetitive questions, and more time resolving more complex queries. With the time and effort spent on each query reduced, you will find a reduction in costs as well. You can also enhance agent experience by adopting AI within your helpdesk to guide newer agents with next-best-actions and relevant solution articles. According to a report from McKinsey, 29% of customer service agent duties have the potential to be automated with technology. “ Keep in mind: You should not have to spend time and money on development effort for your AI tool. Look for a no-code bot builder that will allow you to deploy your bot in hours, not months. No-code bot builders allow you the capability to keep improving on your bot without hassle. Must-have software features Click-to-configure chatbots In customer service, chatbots can be used to gather information, provide aid to the customer, or conduct routine transactions. They are especially useful when dealing with high volumes of queries or repetitive questions. Bot-to-agent handover With the help of AI and machine learning, enable your chatbot to detect a customer’s intent based on their query. For example, if a customer asked about the refund policy, it likely means that they are looking to return a product because they are dissatisfied with it, so your chatbot can smoothly handover the chat to a live agent. Intelligent ticket automation Set up automated ticket assignments across channels based on your agents’ workload and skill-level to reduce queue time and ensure a faster resolution. You can even automate ticket classifications like Type, Priority, and Group to save your agents’ time. Agent assistants Use AI to recognize a customer query and suggest the most fitting solution articles, and next-best actions to your agents for faster resolution. “ PART I Business priorities when selecting customer service software The Buyers’ Guide for Customer Service Platforms 6 PART I Business priorities when selecting customer service software 3 360º view of the customer During their journey with your business, customers have several touchpoints and create a lot of data across multiple interactions. A unified customer view can help you deliver personalized customer service, so your customers don’t have to repeat themselves, and agents have complete context of a customer’s problem. 25% of customers say that the most frustrating part of customer service is having to repeat themselves to multiple support reps. “ Keep in mind: Your vendor should be able to provide your agents with the right information at the right time. Get a single view of the customer by accessing their profile, past purchases, current orders, and conversation history. Your software should ideally be hosted on an open platform that allows for API access to build custom data flows, as well as integrations with other business applications. Must-have software features Conversation history Your customers could interact with sales teams or multiple support agents across channels. Make sure your software enables your team to access all customer conversations across teams and channels. The right context goes a long way. Rich customer profile You need to be able to build out a single, comprehensive view of each customer that showcases all the past touchpoints and recent orders. This will help your customer service team provide personal and proactive service. Seamless integrations Being able to integrate your CTI telephony, CRM, BI tool, order management system, etc. will allow you to bring in customer data from other internal systems, providing your teams with a truly complete view of each customer’s interactions. “ The Buyers’ Guide for Customer Service Platforms 7 PART I Business priorities when selecting customer service software 4 Proactive service The best service experiences are anticipatory, not reactive. This means that ideally your customer service team identifies an issue, and contacts the customer before they need to reach out to you. Moving to proactive customer service can help you increase CSAT scores and reduce query volumes. You will also find that customers will be more loyal, and willing to speak out as an advocate of your business or brand. 69% of consumers globally have uploads/Geographie/ the-buyers-x27-guide-for-customer-service-software.pdf