Integrating IT, Customer Service Provides Total View and Customer Satisfaction

December 18, 2015

By Michelle Amodio - Enterprise Cloud Contributor

Customer service management has gotten a big boost thanks to the digital era, and it’s an example of why traditional methods of customer service are no longer relevant. The digital era has afforded companies to interact with existing and potential customers in newer, more creative ways that emphasize the use of different channels.

Just as customers can use all of these new technologies to make or break companies, said companies can use different channels to maintain customer satisfaction and provide unforgettable positive experiences.

The customer experience that generates positive reviews and brand loyalty today delivers accurate, relevant and personalized information on an individual basis. The role of the customer service rep is too often narrowly focused on intake volume rather than the quality and depth of output in the customer relationship. Tools like the ServiceNow (News - Alert) Customer Service Management application allows for a total view of the customer while providing the channels they prefer to reach out – email, Web, chat, and telephone – so that agents can keep the focus on the customer.

On the agent side, once a customer engages, a representative can open a “Case Form” which ties to the customer in question; all interactions, from phone calls to emails, are stored in one unified place, along with pertinent customer details. This information is then pooled into a knowledge base that can help solve other case problems.

All of these tools are backed by Integrhythm’s expertise in IT integration; its very mission is to bring IT assets for organizational purposes. The ServiceNow tool is a perfect example of the kind of flexibility enterprises need when adopting technology solutions; whether it’s IT governance or streamlining customer service operations, the ServiceNow setup can be configured in a matter of minutes.

Customer service tools should be more than just a point solution, and Integrhythm understands this. Integrated tools can help you automate your business processes, blending every client-facing department within a service organization. The result: enhanced customer satisfaction, improved long-term relationships, reduced costs and increased revenue.  

In today’s hyper-connected world, it’s more important than ever to be a customer-centric company. When you put customers at the heart of your business, everyone at your company can work together more effectively and deliver amazing experiences every time. Running a business requires constant strategic and operational decisions, and investing in integrated solutions means more visibility to the latest customer interactions. 

Edited by Maurice Nagle