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Customer service is a key part of the customer experience, however it is the culmination of everything the customer comes into contact with at your organization. According to a study by Bain and company, 80% of organizations think they have done a great job of providing good experiences for their customers. The problem is that only 8% of their customers agree. In other words, either companies don’t know what their customers want, or don’t know how to deliver it.

Customer Service has traditionally been the function that remains in closer contact with the customer. In some industries, over 90% of all interactions happen via Customer Service. They are the front-line of the relationship and in most cases they retain command and control of how that interaction flows.

Demands on Customer Service are nothing new; lately, though, it seems that those demands have become better tuned to delivering value – to all involved parties – and this is an area where customer service solutions providers can add value. Service experience management platform helps major corporations and institutions balance the demands of their business with the needs of the customer.

The expectations for Customer Service to deliver value are centered on six areas:

1. Technology Refresh – Due to the sudden and expedient rush to Social Media and Customer Experiences in the past two-three years, customer service organizations are evaluating their existing solutions and what’s available, making decisions on how to change their customer service by implementing new features and channels.
2. Shifting Channels – The move to accommodate the new channels while still supporting the old ones – puts a lot of pressure on customer service organizations without a clear solution.
3. Leverage – All components of a customer service center whether call center and contact center are implemented more than once. It is time to consolidate and leverage them as new channels, solutions and see that new models are deployed.
4. Voice of the Customer – The customer today is more vociferous than at any other time in the past. This change is not only about expressing their views, opinions, and feedback – but also demanding that it is used, that changes take place, and that processes be improved to serve their needs, not the organizations.
5. Customer Experiences – The change in customer experience solutions has to be focusing on delivering better experiences for the customer. The change from interaction centric behaviors to experience-based behaviors brings heavy demands to create and constantly improve the previously-deployed interactions as experiences.

Customers want a simpler; better, faster model for Customer Service that will allow them to interact through any channel, in their preferred manner of behavior, to complete their jobs. Organizations want to deliver simpler, faster, better customer service software solutions to reduce the costs and bother of running customer service. The balance between providing a Customer Service Experience that fulfills the needs of the organization, while keeping the demands and expectations of the customer at the same time has its apogee in a customer-centric model that is focused on making sure that customers ‘expectations are met while maintaining a financial, regulatory, and governance view of the organization’s ability to deliver at the forefront.