Customer Service Management
Your customers deserve an exceptional experience, and more
With Moch.IT, it’s easy to deliver upcoming-generation customer service that’s connected to the rest of your business, provides a seamless experience for your customers, and empowers your agents to work smarter, better and faster.
There is no parallel to customer delight
Enabling customer-centric processess where they matter most
Streamline issue routing by surfacing cases to the most relevant employee based on dynamic rules.
Monitors and alerts you of potential problems with customers' products. Using historical data, we analyze issues across teams.
The self-service tools are designed to handle common customer questions without the involvement of an agent.
Enabling data-driven decisions
Customer Service teams grapple with challenges daily, from establishing new service channels and enhancing digitalization to minimizing case volumes, all while ensuring customer contentment. Moch.IT streamlines the process, enabling your team to address pressing issues related to responsiveness, agent efficacy, and satisfaction metrics. With our extensive background in both business analysis and IT service management, we’ll revolutionize your customer service using the platform’s CSM solution.
CSM Integrations
Integrate with a partner and third-party applications
With the help of ESM, Customer Service Management can easily be integrated with a partner and third-party applications; these may include telephony platforms and CTI software. Some of these are listed below.
Integrates the platform with Adobe Experience Platform to furnish comprehensive customer profiles.
By integrating the platform and Cisco Contact Centre with Moch.IT, organizations can maximize the potential of both systems.
With the platform, organizations can safeguard their cloud contact centers at their fingertips.
Optimizes field service routes and schedules by integrating the platform with Locus DispatchIQ.
It enhances the agents' performance and empowers them to make more informed decisions with contact center controls integrated into platform.
Businesses can automate case creation and engage with customers on social and messaging channels in platform.
Omni-channel experience can be realized to its fullest by integrating with the platform platform using 3CLogic.
Enhances customer experience on Davinci Platform with platform's chat, voice, and text capabilities.
AR remote services enhance customer, field staff, and employee experiences for service management teams.
WHY CHOOSE CSM
Embrace CSM for Sustainable Operations
Operations related to customer services are drastically changing. Therefore, experts say that the only sustainable way for companies to respond to these changes in the industry is by embracing the CSM module. Embracing CSM lures benefits for the company in the following manner.
CSM is a highly scalable and cost-effective solution, taking support from automation and artificial intelligence
CSM ensures businesses have tailored frameworks and templates for creating vigorous self-service options.
Customers are no longer willing to put up with poor customer service, hence opportunities for filling the gap.
Featured Questions
Frequently Ask Qustions.
Implementing a complete CSM solution can take several months, but early value can be achieved in as little as a couple of weeks. MochIT will work with your teams to define and measure success criteria throughout the implementation lifecycle to demonstrate increased value at every stage.
At MochIT, we have a highly experienced team of consultants that have vast experience across the CSM spectrum and working with industry leading tools. Our clients reference us as transformational partners rather than a consultancy because we are defined by the way we impact our clients’ businesses – and they are more than willing to share their experiences.
Wherever you are on your Enterprise Service Management journey, MochIT has a solution to bolster your workload and business aspirations. From CaaS days to managed services, we have dedicated teams ready to guarantee your trajectory towards successful delivery and optimal return on investment.
Moch.IT's CSM meets customer expectations wherever and however they choose to interact with your company. Customers can reach out through web, phone, chatbot (Virtual Agent), email, or social media, and your agents will have a comprehensive history of customer activity at their fingertips.
