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The buyers x27 guide for customer service software

The Buyers ? Guide for Customer Service Software CIntroduction 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 di ?erent priorities that need to be considered before a purchase decision can be made This can create issues that slow down your software purchase decisions 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 of project failures is establishing poor requirements Cost of ownership of B B 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 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 bene ?ts it brings to the table These questions have to be answered before the ?nal purchase decision can be made Freshworks ? Buyers ? Guide for Customer Service Software de ?nes 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 CPART I Business priorities when selecting customer service software Future-proof your CX Find a strategic edge Protect revenues Minimize costs 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 to more than as customers demand consistent experiences across multiple channels of communication Your customer service needs to stay ahead of the curve Here are the aspects of a customer service software you need to focus on to ensure this Emerging service channels AI and automation ? view of the customer Proactive service The Buyers ? Guide for Customer Service Platforms CPART I Business priorities when selecting customer service software Emerging digital channels We ? re seeing a clear shift in tra ?c with more customers moving to