Buyer's Guide Evaluating Customer Service Software

The first step to building a recession-proof contact center is to select the right customer service software.

Multiple stakeholders, such as business leaders, contact center managers, and IT teams, play a role in choosing the right customer service platform for your business. Diverse expectations, varied understandings of the cost of ownership, as well as a lack of clear rationale act as barriers to a smooth selection process.

Freshworks’ Buyers’ Guide for Customer Service Software defines the key principles behind the software purchase decision, addressing the needs of each stakeholder involved. It aims to tackle the issues mentioned above and make the purchasing process easier and faster for you.

Key areas of focus include:

• How to pick a customer service platform that works for you now and in the future
• How to navigate the expectations of the business, contact center, and IT 
• How to assess and evaluate AI and automation capabilities
• What features to look for to match your agile, evolving operations

In each section, you’ll find industry statistics that highlight customer expectations, interesting snippets of information that will help you make your decision, along with a list of must-have features you need to be looking for in your platform.