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Customer Service Software: Service, Not Service Process

TMCnews Featured Article


August 10, 2012

Customer Service Software: Service, Not Service Process

By Michelle Amodio, TMCnet Contributor


Any call center manager will tell you that running a call center as a customer service center needs the right kind of software to make sure calls are seamless and that customers are handled with care. Using customer service software is by far the easiest way to improve a call center’s operations and give customers the satisfaction they’re looking for.


Customer service software should be able to report, evaluate, and identify challenges so that call center agents and managers alike can better measure their efficiency and overall performance. Nothing beats customer feedback, of course, but the right customer service software should be about service, not service process.

Kana’s customer service software solution works by giving relevant information to agents, whether seasoned or brand new, so that they can help customers resolve issues rapidly and without issue. Kana’s philosophy is that agents should focus on their service and not how their customer service software works. By employing this philosophy using their customer service software solution, customer satisfaction rates go up, agent training costs go down, making for a successful, tight-running ship.

Kana’s client base speaks for itself when it comes to demonstrating that all industries rely on customer service software to function. Starwood Hotels and Resorts, the United States Postal Service and Yahoo! have all relied on Kana’s approach to customer service for consistent service and good experience.

For Yahoo! Music, real time customer feedback was the key to their success, particularly when it came to software releases.

“Experience Analytics' Emerging Issue Alert helped us identify an undetected problem immediately after our software release. This allowed our team to pinpoint and address the issue within hours and confidently push out a revised version of software before the problem became widespread and difficult to manage,” said Gary Brotman, director of product marketing, Yahoo! Music.

Call Centers have become essential for any business. Almost every industry uses the services of call centers to interact with their customers, and so the success of any call center depends on the quality of the customer service software that it uses.



Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO West 2012, taking place Oct. 2-5, in Austin, TX. ITEXPO (News - Alert) offers an educational program to help corporate decision makers select the right IP-based voice, video, fax and unified communications solutions to improve their operations. It's also where service providers learn how to profitably roll out the services their subscribers are clamoring for – and where resellers can learn about new growth opportunities. For more information on registering for ITEXPO click here.

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Edited by Brooke Neuman







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