Managing a large customer service operation is a lot like being the ringleader of a three-ring circus. You have to perform superhuman feats of customer support—all while juggling multiple CRM platforms.
The future of customer service will be built on one platform, not multiple. One powerful platform that can manage complexity, connect departments, and help agents use fewer resources to provide better and faster customer experiences. The CRM market is made up of four segments: sales, commerce, marketing, and service—with service being the fastest growing component of CRM overall. But 60% of that market is still filled with homegrown solutions, and another 20% are legacy solutions.
In the service space, most CRM vendors are really only able to provide case-logging capabilities. I call that reaction management. By contrast, a single, cloud-based platform can bring together core capabilities like omnichannel and case management, combined with operational capabilities like service management and service operations.
When those teams are connected and working together, they can help agents identify issues and get to the root cause so that they can ultimately fix the issue—once and for all.
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