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Staff Writer

Staff Writer


Recent posts by Staff Writer

5 min read

The Best Customer Service Management Software Improves Customer Experience

By Staff Writer on 7/8/22 12:37 PM

Customer service management (CSM) software can provide an exceptional customer experience, eliminate manual processes, give you a competitive edge, and increase growth through renewals and retention

But choosing the right solution for your business can be challenging as most providers offer very similar features. Below, we explore the benefits of Customer Service Management software to help you choose the best CSM solution that fits your business needs.

Benefits of Customer Service Management Software

With a customer service management platform, your business will be able to offer a better customer experience which helps drive customer loyalty. Industry-leading CSM (Customer Service Management) software offers the following benefits:

  • More responsive and consistent support. Your team can spend more time helping customers and less time fighting their tools with dedicated support software features like automated workflows, tagging, knowledge base integration, and more
  • More effective collaboration. You can reduce duplicate work, keep track of customer inquiries, coordinate responses across multiple teams, and provide up-to-date information to your employees.
  • Better understanding of your customers. You can collect, organize, and use feedback, feature requests, bug reports, and use cases to increase customer satisfaction.
  • Analytics and Reportings. Using the software's built-in reporting tools, you can see changes in support volume, productivity, size, and type of customers.
  • Service scaling. Using organizational features, automation, and third-party integrations, you can manage multiple teams of agents to support an expanding customer base while maintaining high-quality service.
  • Self-service capabilities. Self-service portals collect relevant information and resources in one place and empower users to troubleshoot existing issues proactively. Self-service portals also offer ticketing capabilities and could serve as a knowledge management tool giving users access to relevant resources and self-help articles.

How to Choose the Best CSM Software

Selecting a software solution isn't like shopping at a convenience store. You have to be patient and dedicated. The same goes for picking the right customer service management software. If it doesn't work, you don't just return it for a refund or get a new one. Take your time and study carefully

An important thing to consider is whether a provider offers integration of their solution with your existing infrastructure. A cloud-based software-as-a-service CSM system offers you many more integration options via open application programming interfaces (APIs) compared to an on-premise version that is less agile.

To help you with this process, here are eight steps to choosing the best CSM software to boost your customer experience.

1. Understand your business requirements

Ask your customer service team what they like or dislike about their current tools. For example, teams using feature-heavy multi-channel tools for managing support must deal with complex interfaces, advanced features, and additional training. Most teams want software with a simple interface that helps them easily assign requests. Look at your goals; whether it’s improving customer NPS scores, reducing wait times, improving service levels or retention, it’s key to find out how to drive positive change from an operational perspective when looking for the best CSM software.

2. Research the tools that best suit your customers’ needs

Each business is unique and requires a different combination of tools to provide support and resolve issues. Evaluate how your customers want to interact with your service team. Determine how you can add more value to the process and speed response times. Ask yourself if you have the information and tools you need to resolve many customer queries immediately. The tools available include phone, email, live chat, social media, FAQs, and community forums.

3. Get to know the different types of software

It's essential to think about the kind of solution your business needs. Pick an all in one vs. best of breed. You need a solution that lets you integrate different channels into one place. Best-of-breed solutions are cheaper if you only need a couple of service channels. Also, they're easier to use, and you don't have to pay for tools and services you don't need. For larger teams where there are other business units that have their own comprehensive solutions, integration with those systems is key to success.

4. Review software features

You should focus only on the features you need, not the ones most companies advertise. Factors you should consider include the software’s limit on the number of users, ease of use, scalability, customizability, and third-party integration options. Then, develop a plan that includes the set of features that best fits your needs.

5. Consider return on investment

After narrowing down the customer service software you want, it's time to determine which one has the best return on investment (ROI). You shouldn't skimp on customer service software. You should spend the money to get the solution that will give you the most value for your company. For example, suppose you can improve customer retention by 10% and that’s worth $1 million to your business. In that case, spending $50,000 on a solution is probably a good investment compared to other solutions, such as hiring more customer success managers.

6. Read the reviews

You should read online software reviews before signing up. By looking at recent reviews, you can get a good feel for the customer service software's strengths and weaknesses and hear first hand from users of their products.

7. Take a software test drive

You can get free trials or demos from most software providers. Try out the software for free for a few days to see how it works and what features it has. Also, demos give you a glimpse into a software’s features and show you how to use them. The best vendors may provide a proof of concept that would allow you to configure the tool for specific needs and run it internally to determine fit.

8. Make a decision

After your test drive, you should consider what kind of support the vendor provides. If you are looking for best of breed, you should focus on an all-in-one solution that includes consulting services to help you with setup so you can get the best ROI. To ensure you are getting the right solution, you should ask the vendor if they can develop a proof of concept so you can decide if the solution meets your needs. Investigate if the vendor offers on-going support, so you don’t get stuck with a suboptimal solution. Once you are confident you have the right solution and vendor, it’s time to decide.

Try Vivantio

Now that you have gone through these steps, consider using Vivantio as your customer service management software platform. Vivantio's powerful platform can offer both internal and external customer service and support. We enable effortless operations through our service management solutions, empowering your teams to focus on elevating the customer experience for a future-ready business.

For more than two decades, Vivantio has been helping clients optimize their service organizations by leveraging a unified service management platform. To find out how Vivantio can help you with the best CSM software for your company, contact our team today or register for a free demo.

Topics: Customer Service Management Customer Experience
4 min read

How Customer Service Management Benefits Boost Your Business

By Staff Writer on 7/1/22 7:45 PM

In a world where customer service has become increasingly important, it's more vital than ever to have a customer service management strategy in place.

Because of the weight customer service holds for your company, it’s important that you have the right tools for the job. This is true in either B2B or B2C operations; however, both require solutions that allow you to keep necessary information at your fingertips while presenting an image that evokes a strong corporate brand and trust in your customers. Finally, these solutions need to be scalable to adjust with your company as it grows. 

Understanding how these concepts apply to a concrete interface can be challenging. This article discusses the most significant customer service management benefits provided by a cloud-based optimization platform, including:

  • Improving Satisfaction
  • Increasing Efficiency
  • Reducing Costs
  • Adding Value for Both You and Your Customers

Creating an Efficient User-Driven Experience

The central challenge to any customer service solution is ensuring that users are satisfied with the end product. In a B2B environment, this means providing them with the tools they need to perform their duties more efficiently than what would have been possible without it. It also requires ease of use and learning that speaks to the skill sets of experienced veterans and newcomers alike.

Some advanced methods to improve employee and customer satisfaction include:

  • Service-Level Management: Many companies prefer to handle service requests in their own way, so your customer service platform should meet them where they are. The ideal platform should include the ability to create custom portals and assign custom roles and positions for those portals you create. Plus, allow easy configuration of multiple SLAs, even customer-specific SLAs, to track and make sure issues are dealt with in the appropriate order and within time.

  • Simple and Intuitive Interfaces: Self-help portals need to be simple and intuitive for customers to be able to find what they need to troubleshoot and solve any issues they can handle themselves. Additionally, consider an interface with roles and permissions that limit the service team’s view to only the most vital information and processes they need to help customers who might have some challenging issues.
  • CMBD & Asset Management: Your platform should have the ability to store and house any assets used for your business. Not just physical assets, but things like contracts, licenses, and more - anything that helps attach critical information to customer records that could be essential for your service team. This keeps important information close at hand and easily accessible for when your teams need them.
  • Service Catalog Creation: When presenting your products and services to your customers, having an online platform that allows you to customize categorization and presentation goes a long way toward offering a tailored customer service experience.

Having tools like these at your disposal ensures that your company can present the best possible image to clients while keeping team members on the same page. In addition, having these essential features ensures that the user (and, by extension, the client) are kept happy.

Reducing Customer Costs and Optimizing Your Service With Customer Service Management

Software solutions that add to the capabilities of administrative teams are common, however the other side of the coin is to look for solutions that reduce costs across the board. These features keep your company light and mobile, with heightened overheads that prepare your department for any business challenges that come down the road. 

Customer Service Management benefits include freeing up resources to further enhance and build on your customer service experience. This allows you to add more value to your end users and yourselves as a business. The co-creation of value between vendor and customer is vital to overall success in both growth and retention.

Cost reduction comes in many forms, but the most helpful one available through a technology-based service would include:

  • Performance Management: Generating quality reporting often requires hiring an in-house specialist or outsourcing the job to an external agency. Either way, having a technology-based solution that delivers accurate reporting allows you to cut that cost.
  • Reducing Call Volume: Having a customer service solution that provides clients with self-help capabilities and online ticket updates reduces the need to have them call in. These tools allow administrators to optimize their existing customer service teams.
  • Automation: Using workflows to automate certain tasks reduces the burden on the team allowing them to focus on service delivery.
  • Configuration: Having a system that can be self administered means not relying on consultants to make simple changes to configuration.

Truthfully, any feature boasted by an online customer service management system is a tool towards cutting costs. And any job performed by that platform is a responsibility that no longer needs to fall on human effort alone. The question to ask is whether or not your platform meets your needs and the needs of your department in particular.

Experience Customer Service Management Benefits with Vivantio

Finding the right platform for your customer service management benefits multiple aspects of your company. While it is tempting for companies to find in-house solutions to these problems themselves, the process of doing so often consumes money, time, and energy at a rate that small businesses cannot adequately handle. For this reason, many choose to outsource the job to an experienced partner like Vivantio.

Vivantio's powerful platform offers both internal and external customer service and support. We enable effortless operations via our customer service management solutions. Let us empower your teams so they can focus on elevating the customer experience.

For more than two decades, Vivantio has been helping clients optimize their service organizations by leveraging a unified service management platform. To find out how Vivantio can help you with your customer service management benefits, contact our team today or register for a free demo.

Topics: Service Management Vivantio Customer Service service optimization Customer Service Management
4 min read

Best Customer Service Management Examples: Improving the Customer Experience

By Staff Writer on 6/28/22 1:31 PM

In a world where customer service has become increasingly important. It's more vital than ever to have a customer service management strategy in place.

Using a customer service management platform makes the difference in how customers can connect to your brand. In fact, 95% of customers said that quality customer service makes them feel more connected to a company.

If you're on the fence about using a customer service management platform, look at these customer service management examples to see how  technology is improving the customer experience.

Examples of How Technology is Improving Customer Service Management

Various software and tools can be leveraged within your customer service management strategy to improve the customer experience. Here are a few examples of how technology is improving the ways businesses can manage the customer service experience.

Self-Service Portals

Not all customers want to wait on the phone for answers to their most important questions. This is where a self-service portal comes into play. Self-service portals make it easier for customers to find the answers to the questions they need easily. 

Self-service portals are websites that offer up both information and resources which empower users to find answers they need to resolve their issues. By collecting relevant information and resources in one place, users can troubleshoot existing issues before needing to reach out. On top of that, they can create tickets and review self-help articles to reduce call volume and optimize customer experience. 

If they can’t find what they are looking for in the self-help articles, they can then continue to log a ticket or make a service request to get dedicated support. The self-service portal can capture specific information based on a type of request to pass along to your customer service team to help them route the ticket and expedite resolution.

Third-Party CRM Software and Sales Tools

Another example of how technology is improving the customer experience is its ability to integrate customer service management platforms with other existing customer relationship management (CRM) softwares and sales tools, such as:

  • SalesForce
  • Zoho
  • Monday
  • HubSpot

When customer service integrates with CRM software, businesses can completely view the customer journey. From start to finish, customer service representatives can see every touchpoint a customer has had with your company. This makes achieving a 360-degree view of your customers and providing them with the best customer service possible.

Case Management Capability

Case management allows customer service representatives to see every customer interaction in one place. This way, they can provide a more cohesive customer experience by having all the information they need in one spot.

What's more, case management gives businesses the ability to create workflows and processes that are tailored to their specific needs. This means customer service representatives can work more efficiently and resolve complex and simple customer issues faster.

For example, if you're a customer service representative who regularly deals with service delivery, you can create a workflow that includes all the steps necessary to handle the process. This allows you to ensure that each service delivery is handled consistently and efficiently, saving you time and money.

Data Collection Tools

Data collection tools allow businesses to get insights into what customers like and don't like about their experience.

Data collection tools, such as surveys, social media, analytics, registration and subscriptions, can help businesses identify areas where they need to improve. For example, if you notice that many customers are unhappy with your service delivery or the sales process, you can use this information to make changes to your process. Being able to pinpoint where and when issues arise in your existing processes can help you tailor and build a better way to work.

With data collection, you can be sure that you're making the changes that will have the biggest impact on your business. Predictive analysis becomes possible in that once you have collected enough data, you can predict and learn behavior. When a certain kind of request comes in, you’ll know how to jump in to answer. By asking questions in your self-service portal, you can even use existing interactions to provide possible solutions to customers.

Improved Contract Management Systems 

One of the most frustrating and outdated aspects of customer service is the contract process. Customer service management platforms have made this process obsolete by offering better contract management systems.

With a contract management system, businesses can create and manage customer contracts in one place. Additionally, modern customer service management platforms allow users to create unique ticket types and categories which can assist in organizing and optimizing their processes. All of this adds up to customer service representatives being able to quickly find the information they need without having to search through multiple tickets.

Implement These Customer Service Management Examples with Vivantio

Technology is making customer service management more efficient and convenient through self-service, third-party CRM and sales tool integration, case management, data collection, and improved contract management . As a result, more businesses can take advantage of and improve their customer experiences.

If you're ready to get on board, Vivantio, a customer service management platform, offers a wide variety of customer service management features that were explained before, such as:

  • Case management
  • Automatic customer surveys
  • Consolidated customer views
  • Countless third-party integrations


For more than two decades, Vivantio has been helping clients optimize their service organizations by leveraging a unified service management platform. To find out how Vivantio can help you put these customer service management examples into practice, contact our team today or register for a free demo.

Topics: Service Management Vivantio Customer Service service optimization Customer Service Management
3 min read

Vivantio Recognized as High Performer by G2, Summer 2022

By Staff Writer on 6/24/22 4:37 PM

Vivantio Continues to Earn Top Performance Awards in ITSM, Help Desk, and Service Desk Categories from G2 

 

The G2 Summer 2022 performance awards are out and Vivantio has yet again been recognized as a High Performer in the ITSM, Help Desk and Service Desk categories across the US, UK and European markets.

G2 awards are amongst the most coveted in the software industry since they are based on the real user reviews and are backed up by a robust scoring framework across multiple KPIs.

With the total of 7 award badges earned for Summer 2022, Vivantio's continued performance success can be attributed to our ongoing efforts to deliver best value to our ITSM and CSM customers. Vivantio’s highly configurable service optimization platform is feature-rich and offers a perfect fit for mid-market organizations scaling for growth and expect white glove service from their service optimization partner.

2022HighPerformerSummerG2

Within the IT Service Management (ITSM) category, Vivantio has scored higher than the industry average on the customer satisfaction scale across all geographies, outranking such large industry competitors as Ivanti, BMC and Jira.

The G2 product qualification criteria for the ITSM category include the following:

  • Ability of the ITSM software to formalize IT processes and practices in line with the ITSM framework
  • Ability to handle internal service requests and have an incident ticketing system
  • Ability to track incidents and internal service requests on micro and macro scale
  • Organization and management of IT assets
  • IT service knowledge centralization capabilities

9 out of 10 Vivantio customers stated that the Vivantio ITSM product met their business requirements perfectly. Vivantio’s Active Directory, Ticket Routing Automation and Ticket Prioritization are some of the product features that our customers rank higher than the category average.

Many reviewers appreciated the ease of use of the Vivantio platform and raved about the quality of our white glove service support. Furthermore, an impressive 96% of the Vivantio customers expressed their confidence in our product roadmap with 8 out of 10 customers being extremely likely to recommend our product to others. 


"I would recommend Vivantio. Good product and service. "

– G2 Reviewer, Evette A, IS Manager


Within the Help Desk category, Vivantio’s satisfaction scores are equally impressive - outranking Jira Service Management, Help Scout, and a few other larger competitors.

The G2 Help Desk category product qualification criteria include the following requirements:

  • The ability of the Help Desk software to organize external customer inquiries into tickets for routing to support agents
  • Ability to aggregate inquiries from emails and online customer portals
  • Ability of the Help Desk software to promote quick service via efficient ticket assignments to the support agents.

9 out of 10 users of the Vivantio’s Help Desk software are delighted with the quality of support that they have been continuously receiving from our service and support teams: several reviewers stated that “the support team are fantastic” appreciating the help to create “a personalized experience for any business that purchase their service.”

When it comes to the Service Desk category, Vivantio continues its winning streak as a high performer. The G2 Service Desk category includes products that align with the following requirements:

  • Offer an internal ticketing systems for IT department inquiries
  • Have an employee portal for questions, issues or any other requests
  • Allow self-service knowledge base for employee empowerment
  • Offer IT asset management functionality

As with the previous two categories, 9 out 10 Service Desk category reviewers praised the quality of Vivantio support and the excellent product fit that matches their business needs.

To read more Vivantio reviews, visit our page on G2.

If you are ready to explore how Vivantio could help your organization solve service optimization challenges, we invite you to take our self-guided tour available 24/7 on our site.

Self-Guided Tour

Topics: Service Desk Software SaaS review help desk
4 min read

What Is Customer Service Management and Why Your Business Needs It

By Staff Writer on 6/24/22 8:00 AM

The results are in. Customer service is a major driver of a company’s sales and revenue potential. About 70% of a customer’s journey is based on how well they’re being treated. If you're running a growing company, you can't afford to continue utilizing only manual customer relations like speaking on the phone or through a chat portal.

With customer service management, you can invigorate the growth of your company by improving the way your customers interact with you. This can result in higher retention rates and help your brand become a household name in your industry. 

So, what is customer service management and why exactly is it important for companies to implement. Below, we’ll provide you with all the answers.

What Is Customer Service Management?

At its core, customer service is the act of taking care of a customer's needs. This could be handling service requests, addressing their concerns, or providing a solution to their pain points.

Customer service management is the process of handling customer service requests and inquiries in an automated way. This can be done through various means such as customer support software, live chat, phone support, or email.

Quality customer service management systems will automate most of the manual tasks associated with customer service so that your team can focus on more important tasks.

For example, a typical customer service management system will allow you to:

  • Facilitate customer self-help, reducing the burden on the service team for simple tasks
  • Optimize service delivery through workflow, business rules and automation
  • Create a knowledge base of FAQs that customers can reference
  • Assign and route tickets to the appropriate team member
  • Monitor performance metrics to identify areas for improvement

Why Your Business Needs Customer Service Management

Customer service management is a critical component of any organization's growth. If you're new to the concept, here is why you should use a customer service management platform for your company.

Are You Customer-Centric or Internally Centric?

Using a customer service management platform promotes correlates into running a customer-centric organization. A customer-centric organization is one that focused on the best interest of the customer. This includes continuously listening to customers and adapting to their demands instead of chasing profits.

On the other hand, internally centric organizations are more interesting in improving their bottom lines than servicing their customers. Let’s use an example. Let’s say you are in a clothing store and approach the rgister with your items.

Instead of greeting you or asking how they could help, the sales associate asks if you would like to opt into one of their upcoming promotions. This is a clear example of a company that bases their customer service model on maximizing profits instead of customer satisfaction. 

habits of customer centric organizations

An ideal customer service management system will help you keep track of every customer interaction and ensure that they're all positive, allowing you to focus on making your current customers happy. 

The Importance of Customer Service to B2B Organizations

Customer service provided by a CSM platform provides a variety of lucrative benefits for B2B organizations. The first benefit is customer retention. 

It costs more to acquire a new customer than it does to retain an existing one. If you're not focusing on improving your company's customer service, you're missing out on a major opportunity to create continuity in your sales pipeline.

Next, quality customer service undoubtedly improves customer satisfaction. This leads to customers being more likely to recommend your products or services to others, which can help you acquire new customers through word-of-mouth marketing.

Happy customers tend to spend more money with the companies to which they're loyal. In fact, 93% of customers are willing to make repeat purchases with companies that offer exceptional customer service.

Customer service can also impact the lifetime value of incoming customers. The lifetime value is the total amount of money that a customer spends with your company over the course of their relationship with you.

Using a customer service management platform can help your business leverage continued service improvement to keep your customers satisfied and coming back for more. Finally, customer service has reputational consequences.

Just one bad customer service experience can lead to the loss of a customer. But that's not all—it can also damage your company's reputation, making it harder to acquire new customers.  Providing quality customer service can help you build a positive reputation that will make it easier to attract new business. 

Learn How Customer Service Management Can Impact Your Business

The importance of customer service management can’t be overstated. If you don’t optimize your company’s customer service, your competitors will take advantage. Using a customer service management platform will ultimately allow you to streamline your customer service operations, boost satisfaction and improve your customer experience. This will have a massive positive impact on your bottom line. 

For more than two decades, Vivantio has been helping clients optimize their service organizations by leveraging a unified service management platform. To find out how Vivantio can help you understand what is customer service management is, contact our team today or register for a free demo.

Topics: Service Management Vivantio Customer Service service optimization Customer Service Management
6 min read

How Customer Service Management Platforms Are Leading the B2B Customer Experience

By Staff Writer on 6/23/22 8:00 AM

The value of exceptional customer service is undeniable. People will stay loyal to companies that provide incredible customer service. If you’re running a growing organization, the first thing that needs to be evaluated is your customer service model. 

This is where customer service management (CSM) platforms come into play. These helpful solutions allow companies to use workflows to streamline operations, improve customer satisfaction, and boost brand loyalty. In the B2B space, customer service management platforms can make the greatest difference. 

Why is Customer Service Management Important?

The importance of customer service management comes down to customer-centricity. There are two types of companies: customer centric and internally centric. 

Customer centric companies value their customers and offer solutions that will benefit them, even if it's not in their best interest. Internally centric companies are more focused on making sales rather than meeting demands.

Customer service management platforms help companies embrace internal customer centricity. By streamlining critical customer service operations, organizations can better assist customers and improve satisfaction. Customer service management is also key for the following reasons:

Customer Service Management Heightens Customer Retention

Canceling a service is easy these days. With the click of a button, customers can end their subscription to your product or service unless there is a long term contract involved. To prevent this, you need to give customers a reason to stick around.

Utilizing a customer service management platform makes it easier for customers to get in touch with you and have their complex issues or requests resolved more quickly. As a result, they'll be more likely to continue using your product or service.

Customer Service Management Decreases Costs

The goal of any business is to increase profits while minimizing overhead costs. In the customer service department, this means reducing the time spent on each support case.

A customer service management platform allows agents to find answers to common customer questions quickly. This way, they can resolve support cases rapidly and move on to the next one.

Customer Service Management Platforms Can Improve Company Reputations

People are quick to share their experiences with a company, whether they’re good or bad. Approximately 67% of people will consider leaving an online review based on a positive experience. 

However, 40% of them will leave a bad review after an unsatisfactory experience. If you’re affected, new prospects won’t give your brand a second look. Since consumers perform a lot of research before settling on a business, strong customer testimonials and reputations are essential to continual business success. 

Regardless of the customer experience you provide, your customer base will have something to say about it online. Using a Customer Service Management platform will go a long way in building a positive company public reputation. 

By efficiently handing customer cases and automating accurate responses, companies can use CSMs to elevate their reputation and draw more of their target audience. 

Don’t Leave Room for Competitors

There’s no room for complacency in any industry. If you don’t continuously strive to improve your company, your competitors will quickly take advantage. It is said 89% of companies believe they compete with each other to deliver the best customer experience.

The same is true for customer service. If you don’t optimize your customer service department, your competitors will. They’ll attract your customers with promises of better support and quicker issue resolution. Optimizing your customer service department can be done by:

  • Using live chat support to quickly address customer needs
  • Providing self-help through customer service portals to allow customers to find answers to their problems without the need to contact the customer service team
  • Proactively requesting customer feedback to improve customer service
  • Personalizing each customer experience using CSM data
  • Exceeding customer expectations with prompt and friendly service

Don't ignore the need to implement a customer service management platform. Your entire business may depend on it.

How CSM Technology Can Help Your Customer Service Team

A customer service management platform is a worthwhile investment for your customer service team. By streamlining important customer service operations,, CSM technology can also provide:

A 360 Holistic View of Every Customer

Keeping tabs on a customer throughout every customer service touchpoint is critical in meeting their needs and ultimately retaining them. This is only possible with a customer service management platform.

With a CSM system, you have all the information you need about a customer in one place. This information includes vital insights from your CRM, sales automation process, DevOps, and relevant financial information. 

Has their contract expired? Is a vital system down? Have they constantly complained about the same service?

With a customer service management platform, you can provide them with the best possible experience by addressing their individual needs, directing them to the right department, and eliminating customer service department silos in the process.

Fully Integrated Knowledge Base

Your customer service team can’t be expected to know the answer to every single customer question. However, they can be expected to know where to find the answer.

With a CSM system, you can provide your team with the knowledge they need to resolve support cases quickly. In addition, by automating common customer questions, you can free up your team's time so they can focus on more complex issues.

Omnichannel Interactions

Your customers should be able to reach you through their preferred channels, whether that’s via a self-help portal, email, phone, social media, or live chat.

A customer service management platform makes it possible for your team to interact with customers through multiple channels. This also includes using a self-help portal. Self-help portals allow customers to interact with your brand to find the answers to important questions. If they can’t find the answer, they can raise a ticket and get the help they need. 

As a result, they can provide the best possible experience, no matter how they choose to get in touch.

Predictive Analysis

A good customer service team is always looking for ways to improve. With a CSM system, you can use predictive analysis to find potential areas of improvement.

By analyzing customer interactions, you can identify patterns and trends. This way, you can prevent issues before they happen and keep every customer interaction positive.

Customer Service Centralization

A customer service management platform provides a centralized hub for all your departments that intersect with customer service, such as DevOps, IT, Finance, and HR. 

By placing tabs on all these interactions. , you can keep track of every customer interaction and make sure nothing falls through the cracks.

In addition, centralization makes it easier for your team to find the information they need. They can quickly resolve support cases and provide the best possible experience with everything in one place.

Insights and Analytics

A CSM system can provide valuable insights and analytics that you can use to improve your customer service. By tracking key performance indicators, such as first contact resolution rate and average handle time, you can identify areas of improvement.

In addition, you can use customer surveys to collect feedback and get a pulse on customer sentiment. This way, you can proactively address any issues and make sure your customers are happy.

Service Level Agreements (SLAs)

Manually, dealing with SLAs can be challenging, especially if each agreement is complex and unique. Using a customer service management solution can help organizations manage complex SLAs, get to customer responses faster, and fix unnecessary issues that can slow down the entire process. 

Learn More About Customer Service Management Platforms

If there were ever a way to automate operations to improve service efficiency, a CSM platform would be the perfect tool. Using a customer service management platform can help B2B organizations ultimately improve customer experiences.

If you’re operating in a competitive market where any slight advantage will prevail, using a CSM can help you elevate your customer experiences and take a competitive advantage. This is where Vivantio comes into play. 

Vivantio leverages a customer service management platform to help companies:

  • Consolidate customer views into one central platform
  • Automate the business process to improve efficiency and provide faster, better service
  • To understand if they are truly providing excellent service through monitoring of SLAs and customer surveys
  • Access helpful reports and analytics to improve customer service look for bottlenecks or areas where service can be improved

For more than two decades, Vivantio has been helping clients optimize their service organizations by leveraging a unified service management platform. To find out how Vivantio can help you take advantage of customer service management platforms, contact our team today or register for a free demo.

Topics: Service Management Vivantio Customer Service service optimization Customer Service Management
2 min read

Vivantio Maintains High Performance Status from G2

By Staff Writer on 5/22/22 9:17 PM

Vivantio Maintains High Performer Recognition from G2 in Spring Report

Vivantio, a leading provider of customer service optimization software and solutions for demanding B2B service teams, continues to be recognized as a Higher Performer in several categories in the 2022 Spring Report from G2. G2 is a product review platform where verified users review, rank and share experiences and feedback on various services and software products.

As a high performer on G2, Vivantio maintains their streak of ranking high in customer satisfaction and averages 4.2 out of 5 stars.  Recent reviews applauded Vivantio for being a "powerful and flexible tool" that is "easy to use" and "feature-rich".  In G2's latest Spring Report, Vivantio was noted as a High Performer in Europe, United Kingdom and overall Mid-Market in the categories of Service Desk, Help Desk and IT Service Management Tool.  

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Vivantio leverages proven approaches and frameworks (ITIL V4) with a unified service management platform empowering companies to take charge and reduce operational costs, improve response times, meet performance objectives and elevate the customer experience. 


"Vivantio is a powerful and flexible tool that ensures our customer and asset data is in good hands. I find the power to layout and control our data as it suits us best is a great addition... "

– G2 Reviewer, Chris B, Project Manager


Vivantio’s success can be attributed to consistently providing best value with unique, flexible licensing, quick-response customer satisfaction and support, and a feature-rich, configurable platform that can be adapted to any growing business's needs.  More reviews on G2 and other review sites are available here

To see why customers rate Vivantio so highly, book a personalized demo today.

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About Vivantio

Vivantio is a leading provider of customer service optimization software and solutions for demanding B2B service teams. By combining the power of enterprise-level software with the flexibility of a cloud-based solution, Vivantio is the only unified service management solution that empowers teams through rapid configurability enabling effortless operations and elevating the customer experience for future-ready businesses.

About G2

G2.com is the largest and most trusted software marketplace, helping over 5.5 million people every month make smarter software decisions based on authentic peer reviews.

Topics: Service Desk Software SaaS review help desk
3 min read

Join Vivantio at SITS 2022 - The Service Desk & IT Support Show

By Staff Writer on 4/8/22 11:18 AM

We're headed to SITS 2022 and you're invited!

 

After a 2-year hiatus, Europe's leading event for ITSM, Service Desk and IT Support Professionals is back in person and Vivantio will be there providing insights on elevating your customer experience alongside expertly-led demos of our award-winning service management platform.

REGISTER FOR FREE  

SITS 22 - The Service Desk & IT Support Show is happening 11-12 May 2022 at ExCel, London and this year, we are especially excited as our Chief Operation Officer, Andy Walsh and our Head of Customer Success, Alexis Mackie, will be presenting a special session on "Why Service Optimisation is Vital for your Vision" as part of the educational programme. 

 

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Vivantio's session at SITS 2022 will provide insights on how to improve service operations including developing and implementing partner ecosystems to create a single source of truth for service teams. Plus, we'll look at mapping the customer journey to value streams that increase internal and external customer satisfaction, advocacy, and revenue. 

 

We will touch on practical service optimization tips that will allow you to develop a better Customer Journey and build in predictors to improve usage and satisfaction. We'll also provide real case study examples with metrics that matter including a 45% growth in self-service usage and an 80% reduction in incident resolution times.

And at a time when talent management has become a significant force in every service organization, it’s more important than ever to provide your team with the tools, knowledge, and key performance indicators they need to succeed in any, and all environments.

 

"Sixty-four percent of customer service and support leaders report 'grow the business' is their most critical priority in 2022" - Gartner, Inc.

 

Technology research and consulting firm Gartner predicts that 64% of customer service and support leaders are placing more emphasis on business growth in 2022.  These leaders and their peers now recognize that service and support is no longer considered a cost-center with a sole purpose of retention, but that more value can be added beyond just fixing issues.  Enhanced customer service interactions can lead to new revenue streams while also protecting existing ones.  Gartner reports that forward thinking leaders (making up 82% of organizations), are planning to implement value enhancement strategies to improve their revenue. Don’t miss Vivantio’s session "Why Service Optimisation is Vital for your Vision" for more insights!

REGISTER FOR FREE

 

 

Click the link above to pre-register for free and don't forget to stop by our stand to meet the speakers and experience a personalized demo from the Vivantio team.

 

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Topics: Service Desk Software UK SITS tradeshow
3 min read

Vivantio Review Roundup

By Staff Writer on 4/7/22 4:57 PM

When it comes to evaluating software solutions, it's best to hear from someone who's actually tried the product and provided honest feedback.  In fact, according to a study from Google, 89% of B2B researchers use the internet during the B2B research process and over 90% of consumers will read online reviews as a trusted source of information. So here are some excerpts and links to many popular software review sites that share why Vivantio is rated best value by professionals just like you.  

  • Click here for G2 Vivantio Reviews -  According to G2, they are the world's largest tech marketplace where businesses can discover, review, and manage the technology they need to reach their potential. Here's what an executive in the Hospital and Healthcare industry had to say about Vivantio:

"A cloud-based high-functionality and cost-effect service desk solution."  

"4.5 Outstanding...a top ITIL-compatible service desk...sets the standard." 

  • Click here for Capterra Vivantio Reviews -  With over 800 software categories and 1.5 million validated reviews, Capterra has been helping businesses choose better software since 1999. Here's what a verified reviewer in the telecommunications industry had to say: 

"I consider (Vivantio) a more complete tool that I can definitely recommend.
(It's) the best solution for many management services."

  • Click here for Software Advice Vivantio Reviews - Software Advice uses real human advisors to connect businesses with the right software options.  Here's what a current customer in the aviation industry wrote in their review about Vivantio: 

Vivantio is more configurable, and we were able to build a better approval process.
Also, the Self-Service portal turned out so beautiful and useful to our employees. 

  • Click here for GetApp Vivantio Reviews  - GetApp has been described as an ecosystem of business app and software discovery platforms. Its mission is to advise professionals to help them find the software and apps that best meet their needs.  Here's what an executive in the E-Learning industry had to say about Vivantio: 

"Good value for the money...I recommend Vivantio as a company.
(They) make you feel more valued and appreciated as opposed to larger corporations which have a more clinical approach."  

Ready to experience Vivantio for yourself? We recommend a personalized demo that allows our solutions consultant to help determine the best way to address any specific business needs. You can sign up for a free demo here. 

And if you just want a sneak peek at the solution, go on this free self-guided tour and discover the power of self-service portals, UI, ticketing and key features as well as custom dashboards and reporting. 

3 min read

Vivantio and DigitoWork Announce Market-Leading Partnership for India

By Staff Writer on 4/4/22 10:30 PM

Vivantio and DigitoWork Announce Market-Leading Partnership for India 

Innovative service management provider partners with new generation IT digital services organization to expand global reach 

 

Boston, MA (April 4, 2022) - Vivantio, an innovative provider of customer service management software and solutions, and DigitoWork, a new generation IT digital service provider, are pleased to announce they have entered into a strategic partnership that will provide Vivantio’s award-winning service management solutions to the India market through DigitoWork’s best-in-class IT solutions and services.  

"Vivantio capabilities lead the market in both value and scalability Their client base is one of the most loyal in the market space,” said founder and CEO of DigitoWork Dinesh Mehn. “Not only is Vivantio a flexible and scalable solution that can provide Enterprise Service Management capabilities, but their SaaS platform scales for companies big and small to efficiently implement the service delivery process for improved customer satisfaction.  DigitoWork looks forward to working closely with  Vivantio to provide these cutting-edge technology products to businesses in India to improve productivity and customer service delivery.”   

“We are proud to partner with DigitoWork and bring our intuitive, flexible and scalable service management platform to India,” said Greg Rich, founder and CEO of Vivantio. “Working with a true global data management partner allows us to expand our reach as more and more companies around the world are realizing the gains to be made by optimizing their service and elevating the customer experience.”  

Customers’ expectations of service are growing exponentially. Meeting these increased expectations while managing one’s business makes delivering sound customer service extremely challenging. Vivantio’s platform along with DigitoWork’s services network enables more businesses to deliver world-class customer service effectively, efficiently, and affordably to optimize customer satisfaction, retention, and value. 

For more information about Vivantio’s award-winning service management solution now available through DigitoWork in India, please visit: https://digitowork.com/ 

To learn more about Vivantio, visit https://www.vivantio.com/ 

About Vivantio: Vivantio is a leading provider of customer service optimization software and solutions for demanding B2B service teams. Vivantio’s award-winning solutions feature rapid, low-cost deployments through a “configuration vs. customization” design. Highly scalable for growing companies, Vivantio empowers teams to take charge and elevate the service experience to both internal and external customers. Easily track KPIs, increase productivity, accelerate response times, all through a simple and intuitive interface.  

About Digitowork: DigitoWork is a new generation IT digital services provider for the new world. A responsible partner for customers, Digitowork enables digital transformation in a way that is inclusive, transparent, fast, lean & agile. Customer-centricity is foundational to Digitowork with a goal to support clients in achieving business objectives by providing innovative, best-in-class IT solutions and services. Digitowork nurtures a culture with a passion to refresh the world and make a difference.  

 

Topics: Service-Sales Connection Partnership
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