Following news that CRM software revenue is to hit $5.5bn by 2020, Software Advice and Salesforce.com have teamed up to release this infographic that gives the top 6 reasons businesses buy customer service software.
The research also reveals the top five features that are most sought after in a customer service solution.
The two collected data from 361 calls to Software Advice from IT directors, customer support managers and others looking for a customer service solution.
The research shows that of the companies that already had customer support, 30% said they wanted to replace it because their current software was not functionally robust enough.
"These companies are using content management systems that are not specifically for customer service, they're made for marketing, or they're general contact management systems. These services don't have tools for customer solutions like creating trouble tickets," said Ashley Verrill, a CRM analyst at Software Advice.
Trouble ticketing was the most requested feature, with about 70% of companies asking for that capability.
"These companies are literally using manual methods like spreadsheets, paper notes, Dropbox, or a bunch of disparate systems. Issue resolution and trouble ticketing was the number one feature that people mentioned."
Twenty percent of companies also said that they needed specific integrations to prevent redundant data entry and manual work.
Ashley went on to say that: "People's conversations and interactions are trapped in individual agent's inboxes if they don't have a system for managing issue resolution. Issues appear in inboxes and then the agent has to go into whatever system they are using to track interactions and then manually type up notes.
"It could also be that data is missing altogether. A customer could call and if it's a different agent that's interacting with the same customer then they have no context as to who that customer is, or what their problems are, and then that's where the redundancies occur."
Thirty-one percent of companies without a customer service solution already in place said that they needed to consolidate disparate databases.
On how companies and businesses should select a new customer service solution, Ashley said:
"Be realistic about your budget. Will you pay per user, or with a subscription? Those with a lot of users might find it more cost effective to pay higher upfront costs for on-premise solutions rather than paying ongoing subscriptions.
"Then start out with the biggest points you want to solve. Before reaching out to a vendor, I recommend that the manager gets with their agents and asks what keeps them from being most efficient. If you could wave a magic wand and solve and problems what would you do?"
Established in 1957, BCS, The Chartered Institute for IT, promotes wider social and economic progress through the advancement of information...