Customer Support Software Featured Articles

A constantly evolving technological climate, coupled with rising customer expectations, has made it difficult for businesses to deliver content reliably and engagingly. Research firm Gleanster conducted a survey and found that, for 62 percent of brand marketers, the biggest challenges are shifting customer preferences and channel proliferation in a situation where they must often upgrade and organize their customer support software and technology.

One of the chief reasons for the difficulty modern businesses are having with integrating their services is the unprecedented collaboration that is necessary between the marketing and IT departments to solve these issues. The Chief Marketing Officer (CMO) brings a conceptual foundation that is then expanded on by the Chief Technology Officer (CTO), who develops the technology and infrastructure. Often the Chief Information Officer (CIO) is also involved, assisting with security, integration and governance.

The skill set and size of the workforce is another major hindrance to companies attaining their goals. A recent survey conducted by Economic Modeling found that there are approximately two open IT positions for every one qualified candidate. In addition, many workers have lengthy skill sets but are not caught up to speed on the latest innovations, and thus are unable to do much more than maintain the infrastructure a company already has. In fact, these outdated infrastructures are another problem in themselves; it is quite difficult and time-consuming to transition to a whole new system.

Lastly, the expectations of customers are demanding in terms of performance and engagement. Modern solutions to meet these expectations are, quite simply, difficult and expensive to pull off effectively. An ever-expanding variety of channels to connect with customers through, constantly incorporating cutting-edge technology, makes it essential that businesses maintain a solid presence on each one.

The solution to this problem for many has been to search for and turn to partners that can help with these complex issues and build a strong foundation upon which companies can provide engaging customer experiences. Additionally there have been many innovations, especially in smaller businesses that specialize in helping other businesses solve these problems, that focus on streamlining performance and simplifying the whole structure.

Flexibility and innovation when dealing with changing business environments, as well as a dedication to the customer, is more important than any details of the technology involved or the internal workforce. Businesses must apply themselves toward these overarching goals in order to provide satisfying customer experiences and thrive in the digital age.