Great customer service is at the heart of your success as a business. It can turn 86% of first-time customers into long-term clients, and 65% of customers say that they have switched to a new brand after receiving poor customer service.
To improve your customer service, you need to focus on enhancing the way you manage your customer support. In this article, we’re going to cover everything you need to know about customer service management.
What is Customer Service Management?
Customer service management (CSM) refers to the process of effectively managing each of your customers. It is central to providing consistently great customer service that improves loyalty and drives sales.
Over two-thirds of a customer’s journey with your brand is centered around the quality of your customer service. Great CSM involves resolving customer issues quickly and handling service requests effectively.
Using Software to Improve Your Customer Service Management
Customer service management – CSM – ServiceNow is one of the best platforms to help your brand improve its CSM. It enables you to measure service success, streamline your customer support process, and quickly resolve customer issues.
Effective CSM software makes tracking customer inquiries easier and streamlines the resolution process. You can automate customer service responses to provide quick and easy solutions to your customers.
CSM platforms also enable you to offer live chat support for your customers, enabling them to speak to your team in real time. They can also be used to monitor performance metrics so that you can identify which areas of your customer service need to be improved.
Investing in great CSM software will save time, resources, and money in your business by streamlining every area of your customer service operations. It provides a central hub where every customer complaint and query can be stored, tracked, and updated in real-time.
Your staff can quickly create a ticket when they receive a new submission from a customer, and every one of your support staff will be able to access this ticket if and when necessary.
Why Do You Need to Focus on CSM in Your Brand?
Effective CSM can strengthen your brand’s reputation and enable you to build credibility. It’s also a great way to improve word-of-mouth marketing, which is one the most effective way to attract new people to your business.
CSM enables you to be more customer-centric. You can focus on your ever-changing customer demands to meet their needs, and quickly address their concerns.
Resolving customer service issues within a timely manner will keep your customers satisfied and increase your customer retention and loyalty. It also boosts your reputation as a brand and builds trust in your audience.
CSM can also boost your profits and relieve pressure from your customer service staff. They will be able to power through customer inquiries and complaints at a faster rate, meaning your customers aren’t waiting days or weeks to get resolutions for their problems.