To better understand the benefits, costs, and risks associated with this investment, Forrester interviewed several customers and partners with years of experience using Customer Service. Prior to using Customer Service, the interviewed organizations used mostly homegrown and disparate sets of difficult-to-maintain tools that lacked the interconnectivity to enable their customer service professionals with a complete view of their customers.
This hindered their ability to deliver an informed and efficient service experience to their end customers. Handle times increased as agents struggled to access the right information in a timely manner amid increases in call volumes and service requests.
After migrating to Customer Service in the cloud, customer service professionals across the organizations are in a better position to deliver the seamless experiences that customers have come to expect, and other areas of the organization also benefit from having the right information at the right time — all while reaping the total cost of ownership (TCO) savings of the cloud.