5 THINGS YOUR CUSTOMER SERVICE APPS MUST DO

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INTRODUCTION5 THINGS YOUR CUSTOMER SERVICE

APPS MUST DO

Customer service professionals know better than anyone how fast the world is changing. New channels, new technologies and sky-high customer expectations are pushing your organization to be more agile, flexible and scalable than ever.

To keep your edge and win, here are five key things that your customer service apps need to be able to do.

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CONNECT THE CUSTOMER JOURNEY

Every time a customer interacts with your company —whether it’s live chatting with a service rep, using your mobile app, or sending you a tweet — they should feel like it’s all part of a single, coherent conversation, not like they’re dealing with a different company every time.

To keep customers engaged, and keep them around for the long haul, you need to deliver a single journey. A big part of that is having customer service apps that seamlessly connect your customer-facing service teams to your inventory, accounting and other back-office operations.

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GET NEW AGENTS ON BOARD QUICKLY

Your customer care professional is the face of your organization to your customers so the quality of that engagement with customers is at risk if they’re not properly trained. Yet the average time to train a new customer service rep is 90-120 days. That’s because reps must learn multiple applications and systems and stay up to speed on constantly changing policies and procedures.

The way to address this problem is to simplify the application CSRs use. Customer service technologies that reduce complexity (by providing a single interface to CSRs across all their applications) and provide intelligent guidance to the rep can dramatically reduce the amount of required training.

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ANTICIPATE CUSTOMER NEEDS

The only thing better than being able to respond to a customer’s needs is knowing what their needs are before they even say (or type) a word. That could mean knowing the customer already has an issue you need to resolve. Or it might mean recognizing that a retention or upsell offer is perfect for that customer and their current situation.

Bottom line: when you’ve got customer service apps that empower you to deliver real-time, personalized service to your customers, you’re more likely to win their loyalty and share of wallet.

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BUILD ON YOUR EXISTING INVESTMENTS

Customer expectations and market needs are constantly changing, and you need to be able to update your Customer Service apps to keep up with that change. Your apps need to support chat, Web channels, mobile and social. But your investments in past systems are substantial. Wouldn’t it be better if you could simply add on to your existing apps rather than replace them? Your customer service app should be able to do this – all while integrating seamlessly with other systems and technologies in the mix.

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INCREASE YOUR AGILITY TO MEET CHANGING NEEDSChoosing a customer service app that meets your needs in the here and now is obviously important. But just as important is looking at how your software will be able to adapt to changes down the road. Will it give you the agility to handle new channels, wearable technologies and changing social media trends? What about new regulations and market opportunities? If you’re not sure, better start asking questions before it’s too late.

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IT’S TIME TO EVOLVE

To stay competitive, you’ve got to keep up with your customers—and they’re moving fast. The right systems and software can help you stay out in front.

Learn more about how Pega’s Customer Service app can help you evolve your customer service.

Download the Pega Can whitepaper.

Read Pega vs. Salesforce for Customer Service to learn

more about selecting the best CRM app for your unique

customer service needs.

Pega vs. Salesforce for Customer Service

WHITEPAPER

This paper is intended for customer service professionals who are considering the next

CRM application for their enterprises. It compares two popular solutions, Pegasystems’

Pega Customer Service and Salesforce.com’s Service Cloud, across five areas of

functionality essential to meeting the complex customer service needs of the enterprise.

ABOUT PEGASYSTEMS

Pegasystems develops strategic applications for sales, marketing, service and operations. Pega’s applications streamline critical business operations, connect enterprises to their customers seamlessly in real-time across channels, and adapt to meet rapidly changing requirements. Pega’s Global 2000 customers include many of world’s most sophisticated and successful enterprises. Pega’s applications, available on-premises or in the cloud, are built on its unified Pega 7 platform, which uses visual tools to easily extend and change applications to meet clients’ strategic business needs.

For more information, please visit us at www.pega.com.

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