customer

CustomerZone360 NEWS

Free eNews Subscription

Software Giants Compete for Customer Service Domination

By Luke Bellos December 28, 2021

Customer service is finally receiving the support and recognition it deserves. After decades of disregarding customer service centers as costly, unproductive areas of business operations, leaders are finally understanding how top-notch support can become a serious asset for brand recognition and long term customer loyalty.

This new appreciation for customer service is partially being driven by leading tech companies, many of which are utilizing digital tools and artificial intelligence to make customer support centers more productive. Two companies in particular, Microsoft and Salesforce, are attempting to claim a bigger piece of this pie by becoming primary destinations for all customer service software support.

According to a recent report by Bloomberg, both Microsoft and Salesforce are attempting to form new partnerships with other customer service software vendors, in order to offer businesses holistic support systems from a single company. Competition among business software is becoming extremely competitive, and customers who utilize these programs often combine options from different brands to meet their needs. For example, businesses may turn to RingCentral for phone support, while also utilizing Cisco or Microsoft solutions for video communications. This approach is becoming too complicated to manage on the technical side for many organizations, creating an ample opportunity for tech leaders to become a complete source for customer service support software.

Although companies like Microsoft and Salesforce have the expertise and resources to dominate customer services, the growing popularity of services from companies like Five9, Zoom, Zendesk, Avaya,Dialpad, and many others will make it a challenging task. Not only are the services these companies offer comparable in functionality, their leaders are becoming more aware of the growing importance of customer service in the digital age. This means the leaders of these brands may become less willing to join forces with tech giants, and may instead attempt to build upon their own portfolio.

The customer service software space will likely become a battleground for developers in the coming months and years, but this is great news for both company leaders and customers. Customers will finally get the care and attention they’ve always craved, which means businesses will increase their customer retention rates. Businesses will be able to ease customer support operations with digital integrations from a single vendor, allowing them to enhance operations in a more simplistic manner.

Who will reign supreme in the customer service software space? That’s still up in the air. But as customer service continues to generate interest, tech companies will be working hard to claim the top spot.




Edited by Maurice Nagle
Get stories like this delivered straight to your inbox. [Free eNews Subscription]

Editor, CustomerZone360

SHARE THIS ARTICLE
Related Articles

Traditional Call Quality Assurance Programs are Ineffective at Improving CSAT

By: Tracey E. Schelmetic    9/27/2023

Research conducted by SQM Group found that only 19 percent of call center managers strongly agree that their call center's quality assurance program h…

Read More

More Enterprises Turn to CCaaS to Deliver Better Customer Interactions

By: Greg Tavarez    9/27/2023

Many enterprises are turning to automation and the cloud to address a growing number of customer interactions efficiently and with the agility to adap…

Read More

The benefits of Salesforce phone system integration

By: Contributing Writer    9/27/2023

Salesforce, the global leader in CRM solutions, provides various software options to assist companies in effectively managing their customer relations…

Read More

Now Available from Zoom: Workforce Engagement Management Suite for Contact Centers

By: Alex Passett    9/26/2023

Now available for Zoom Contact Center customers, Zoom's new Workforce Engagement Management suite (including its Workforce Management and Quality Mana…

Read More

The Great Generational Shopping Divide: Feedback and Patterns of Boomers, Gen X, Millennials, and Gen Z

By: Alex Passett    9/25/2023

A new report titled "The Great Generational Shopping Divide" studied plenty of distinct differences between generations' expectations and preferences.

Read More