ArticleField.comInternet's Fastest Growing Free Content Article Directory

Delivering the best product at a competitive price is not enough. In today’s highly competitive environment organizations need to be proactive and must also provide an ideal customer service experience post sales. More than anything else, customers care about how they are treated as the reliability, speed, and simplicity of service drive customer retention and profitability.

With advancement in technology, there is easy access to information about vendors and product online, this has made customer more aware and he can migrate among brands if need be. This has made customer service experience management (SEM), a critical element of your company’s success or failure. As products have become commodities, enterprises want customer service interactions to help differentiate their brand.

SEM is the closed loop process of controlling and adjusting customer interactions while improving company performance. With SEM, your company can control every step within each customer interaction to provide the ideal customer experience.  In addition, SEM ensures the ability to provide this ideal service experience in accordance with a balanced set of key performance indicators.

With the right solution for SEM, service organizations can quickly:

1. Design the process required for each customer service experience to be effective.

2. Orchestrate the delivery of core information including knowledge, data, forms and processes as they relate to the organization and its procedures.

3. Listen to the outcomes so that you can continuously make the experience better.

In enterprise customer service, four key performance indicators (KPIs) govern service operations

1. The customer satisfaction with each interaction.

2. The revenue produced through the interaction.

3. The cost of the interaction.

4. The level of compliance with company and governmental policies.

These are the indicators that make up the balanced scorecard every enterprise must achieve in order to reverse the trend of higher costs and declining customer satisfaction and profitability.

You need a Customer Service Experience Management (SEM) solution to provide service managers with a flexible, agile solution for controlling the complete, end-to-end service experience. The right SEM facilitates delivery of the optimal service experience and the ability to keep it optimal over time.

With the right SEM bring a holistic approach to your service channels; phone, web, customer service chat, web self services and IVR that orchestrates measures and adapts the service experience across these channels that is a vital element in delivering excellence and driving true customer advocacy.