Why Businesses Buy Customer Service Software

WHY BUSINESSES BUY CUSTOMER SERVICE SOFTWARE 2$ DOES THIS SOUND LIKE YOUR COMPANY? BUYING CUSTOMER 42% MANY FIRST-TIME BUYERS RELIED ON SERVICE SOFTWARE DISJOINTED TOOLS SUCH AS FOR THE FIRST TIME SPREADSHEETS, EMAIL AND NOTES !?! REPLACING CURRENT 58% CUSTOMER SERVICE SOFTWARE TOP REASONS FOR REPLACING CUSTOMER SERVICE SOFTWARE HALF THE BUYERS REPLACING CURRENT SOFTWARE WERE LOOKING FOR MORE ROBUST FEATURES OR SPECIFIC INTEGRATION CAPABILITIES 30% 20% 16% FUNCTIONALITY NOT ENOUGH INTEGRATION NEED TO SCALE 16% 11% 7% TOO COMPLEX MORE CUSTOMIZATIONS TOO EXPENSIVE TOP REASONS FOR BUYING CUSTOMER SERVICE SOFTWARE THREE OUT OF FOUR REASONS FOR BUYING CUSTOMER SERVICE SOFTWARE FOR THE FIRST-TIME INVOLVED INCREASING THE SPEED OF SUPPORT PROCESSES Oo 54% 31% INCREASED EFFICIENCY DATABASE CONSOLIDATION 10% 5% FASTER CASE RESOLUTION EASIER ACCESS TO CUSTOMER INFO MOST REQUESTED FEATURES THE MOST ESSENTIAL CRITERIA IN CUSTOMER SERVICE SOFTWARE INCLUDED IMPROVING PROCESSES AND WORKFLOWS TROUBLE TICKETING FLEXIBLE REPORTING INTERACTION HISTORY MANAGE ESCALATIONS WORKFLOW AUTOMATION CUSTOMER SELF-SERVICE CALL ROUTING / IVR/CTI MOBILE KNOWLEDGE BASE PURCHASE HISTORY MULTI-CHANNEL CALL REPORTING ASSET MANAGEMENT OTHER 0% 20% 40% 60% PUT THESE INSIGHTS TO GOOD USE READY TO INVEST IN CUSTOMER SERVICE SOFTWARE? IT'S WORTH IT TO TAKE THE TIME TO FIND SOFTWARE THAT IS SPECIFICALLY TAILORED TO CUSTOMER SUPPORT WORKFLOWS AND THAT WILL SCALE AND FLEX WITH YOU AS YOUR COMPANY GROWS. SOURCES salesforce desk DATA WAS COMPILED BY Software Advice SURVEY RESULTS CAME FROM 361 CALLS WITH CUSTOMER SERVICE BUYERS FROM JUNE 2011 THROUGH MAY 2013