Arkentech Publishing | Publishing Tech Related Data​

The Complete Guide to Customer Service Transformation

The Complete Guide to Customer Service Transformation

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From understanding the current trends in B2B Service Management to demonstrating the value of a Unified Service Management Platform, this guide explores a range of topics that help to elevate your service offerings and drive business success.

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Problem with managing customer support tickets: “We’re struggling to efficiently handle and prioritize the large volume of customer support tickets.”

Issue with ticket resolution time: “Our ticket resolution time is too long, affecting our operational efficiency and customer satisfaction.”

Challenge with customer satisfaction ratings: “We’re having difficulty maintaining or improving our customer satisfaction ratings.”

Difficulty juggling multiple customer interaction channels: “Managing customer interactions across various channels is challenging, and we lack a centralized system.”

Struggle with tracking and resolving customer interactions promptly: “We’re finding it hard to ensure that every customer interaction is tracked and resolved in a timely manner.”

Need for service desk automation: “Our service desk operations are not automated, leading to longer response times and reduced efficiency.”

Problem with gaining visibility into service operations: “We’re struggling to gain real-time insights into our service operations, which impacts our decision-making process.”

Inability to provide service teams with a 360-degree view of customers: “We lack a system that integrates customer service with other business processes, preventing our service teams from having a comprehensive view of the customer.”

Difficulty managing the entire organization within a single service management tool: “We need a service management tool that not only handles customer service operations but also manages other units like IT, HR, and Finance.”

Issues with monitoring and reporting on operational efficiencies and customer satisfaction: “We don’t have effective tools to provide dashboards, reports, and scorecards for monitoring operational performance, meeting SLAs, and tracking customer satisfaction and feedback.”

Challenge with eliciting responses from potential leads or clients: “We’re struggling to engage potential clients or get responses to our sales outreach, indicating a need for more effective communication strategies.”




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