Alexa Customer Service Management (CSM) Software | Automation Solutions

Transform Customer Support Management with the Right Resources

Selling is difficult. But even more difficult is to keep your customers engaged throughout the buying journey.

Use ConvergeHub to streamline the organization-wide Customer Support process. From targeting your prospects to closing a deal - ConvergeHub integrates and automates all key tasks in between. It facilitates speedy resolutions, which boost customer satisfaction and increase cross-selling and up-selling opportunities.

What is Customer Service Management?

Customer Service management is nurturing customer relationships beyond sales. It brings you a collective experience involving customers across every touchpoint- be it marketing, sales or post-sales support.

With ConvergeHub, you can provide optimum support during customer interactions, which leads to increased satisfaction, repeat business, and advocacy.

An integrated CRM tool like ConvergeHub

  • Identifies the best leads
  • Boosts interactive engagement
  • Organizes multiple pipelines
  • Drive deals to closure, and
  • Nurture prospects and existing customers
'Customer Relationship Management' Award from SoftwareReviews

Customer Service Automation in 3-Steps

Effective customer service right at your fingertips

Manage and monitor all your customer cases from ConvergeHub’s central database. Assign and rout cases to the respective customer support professionals across multiple communications channels - email, phone, and web. Encourage them by giving them access to ConvergeHub Library.

ConvergeHub automates key tasks, such as taking event notes, commenting on any specific customer interaction, adding/viewing tasks, updating calendars and regular follow ups. Simultaneously, track the quality of the support to evaluate the customer satisfaction levels. And, everything else that’s required for a successful customer success journey.

Case Management
Case History

Know Your Customer’s Case History

The platform offers a quick snapshot of customer case history just by a click, thus facilitating quick resolution. You can check crucial details like total number of previous cases, assigned customer support agents, case resolution status, and case closure date. View comments to get a detailed insight on specific cases. Add comments to the issue history as per the requirement.

Know Your Customer’s Case History

The platform offers a quick snapshot of customer case history just by a click, thus facilitating quick resolution. You can check crucial details like total number of previous cases, assigned customer support agents, case resolution status, and case closure date. View comments to get a detailed insight on specific cases. Add comments to the issue history as per the requirement.

Case History

Capture Customer Support Requests

Support ticket management is easier with ConvergeHub. The agents can now capture customer support requests in real-time from the website to include in the ConvergeHub cases module. It accelerates the resolution process by automatically validating the case and assigning it to the right support agent. All you need is to simply click on the Web-to-Case feature, drag and drop the required fields and select the customer support agent right inside the ConvergeHub module. Set the form heading, button label, form description, form completion message, and redirected URL. Put the embedded code into the website.

Web to Case

API Integration

Integrate ConvergeHub with Third-Party Applications

The ConvergeHub Application Programming Interface (API) allows your developers to integrate our CRM into any other application or your existing system. It also supports bi-directional data transfer, which aids in building more effective business processes. Using ConvergeHub API you can connect with any other web-based applications, such as your in-house systems, website, and various cloud computing products. ConvergeHub’s API is a Representational State Transfer (REST) API that can accept your requests in either XML or JSON formats.

API Integration

Advantages of Automated Customer Service

ConvergeHub users experience a 30% reduction in customer service expenses while a striking acceleration in customer satisfaction level. Also, the users have noticed a significant rise in their sales.

Take your customer support strategy to the next level by adopting ConvergeHub’s CRM automation.

  • 24/7 support: Provide 24/7 support to your customers even if they are located at different time zones. When live agents are not there, ConvergeHub’s automation tools help customers troubleshoot simple issues. Also, automation eliminates manual intervention of the contact center agents, so that they can be involved in more crucial tasks.
  • Saves time, expenses & increases operational efficiency: ConvergeHub automates your key manual tasks allowing you to handle more queries in a matter of minutes. This frees up contact center agents to concentrate more on strategic tasks and complex user queries. It increases operational efficiency while reducing the overhead costs.
    On the other hand, automation helps customers get quick answers with less effort required on their end. It certainly influences a positive customer experience.
  • Alleviate pressure on overburdened agents ConvergeHub users alleviate pressures on their support agents by automating customer interactions at every level. Our integrated CRM tool gives your agents a unified view of customer data and conversation history, so that it is easier for them to access information while resolving queries.
  • Optimum scalability CRM automation helps you provide omnichannel and personalized customer service at scale. AI automation in ConvergeHub makes it easy to test, run, measure your customer experience at every stage.

Why Customer Service Management is Important

  • 75% of the customers believe an extraordinary experience leads them to consider a brand for next purchase
  • 60% of B2B customers are willing to pay more just for a great experience.
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