Right after the holidays, more than a few organizations begin a review of their customer service operations, and more often than not, they are found wanting.
Targeting organizations that need to provide a higher level of customer service in the digital age, Pegasystems has upgraded its customer service offering that runs on top of version 7 of the company’s business process management (BPM) software.
Deployable on premise or in the cloud, the latest release of the customer service offering from Pegasystems adds an omni-channel capability that automatically adapts to the device any customer decides to use at any given moment. In addition, Pegasystems has partnered with LiveLOOK to include a screen-sharing capability.
Other new features include an ability to instantly document customer interactions, social networking tools that make it easier for customer service representatives to communicate with one another during a live call, and dynamic case management tools that allow business analysts to discover bottlenecks in any given customer service process.
As more organizations come to realize that it’s a lot easier to sell additional products and services to happy customers than it is to find a new customer, the amount of attention being focused on customer experience management has increased considerably. In fact, going forward, it’s clear that customers that can’t have an interactive experience with the companies they buy products from are going to be spending the bulk of their money somewhere else.
For IT professionals, the need to be able to provide a better customer experience is creating opportunities to be more relevant inside their organizations than ever, assuming, of course, that senior business leaders in the company understand that customer service is now a big part of the brand experience in the digital age, versus being a necessary business evil where costs need to be always kept to a minimum.