Frequently Asked Questions
We’ll answer all your questions
How to choose your Customer Service solution ?
To choose your Customer Service solution correctly, it is essential to ensure that you have clearly identified your needs, such as:
Will my Customer Service tool be used for internal (IT Helpdesk), external (Support/Support for my customers) or both?
Do I need an Omnichannel solution that is functionally scalable, technically scalable, and therefore at what levels of functionality and performance?
Do I need to interconnect the solution with the other components of my IS (CRM, Accounting, Logistics, etc.)? With what levels of integration (APIs, other means, etc.) and interoperability?
Should my solution be natively multi-platform (Web & Mobile) immediately?
At XPCloud we support you on all the choices that will structure your Customer Service project, on its impact in relation to your challenges and, ultimately: your customers, your agents and your administrative staff (HR, Finance, Management Control, etc.).
Why my solution has to be omnichannel ?
In order to ensure an excellent Customer Experience, it is important that your agents/employees are able to call upon a specific expertise within their company (HR, Finance, Commerce, Logistics, etc.) in a “transparent mode” for the customer. Examples: Finance for a modification of a means of payment, Commercial Service for the validation of a discount or the continuity of a promotion, etc.
Side Conversations will also generate a better experience for your agents/employees, since they will be able to respond in the most relevant and efficient way to the customer, based on the necessary expertise.
How the customer service solutions market is organized ?
The market is divided into two main sub-markets, the so-called full suite platform and specialist solutions.
We will count among the complete offers: SalesForce, Oracle, Microsoft and SAP.
Specialists include Zendesk and ServiceNow.
Becareful, ServiceNow is really specialized on the internal Customer Service scope (IT Helpdesk), while Zendesk is really the undisputed leader of Customer Service (Also called HelpDesk). Complete solutions are often the reconciliation of several solutions following successive buyouts. At XPCloud, we recommend connecting the best of worlds: for example, Salesforce for the CRM part connected to Zendesk for the Customer Service part. Both solutions integrate in a very fine way, and our teams are particularly advanced on these subjects.
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Which are the technical prerequisites for setting up a customer service tool
Given the nature of cloud-based solutions (SAAS), the technical requirements are simplified. A professional-quality browser and internet access allow us to use the solutions we integrate with our customers.
Before each project, we conduct an audit of your environment to determine the most suitable solutions and tools.
