SpiceCSM offers an array of powerful products and services that have been developed to increase the success and efficacy of any customer care organization. Supporting businesses of any size with 20 or more agents, SpiceCSM offers companies a unique, innovative way to quickly adapt to the needs of their customers, and easily scale their support infrastructure as the company grows.
What makes SpiceCSM unique is that it combines corporate and customer support into a single Customer Engagement Platform. This platform can be molded to support the needs of a number of verticals, including ISP tech support, higher education, help desk, multi-brand contact centers, and more.
Using powerful cloud-based decision tree functionality, both the guided and the self-service implementations of SpiceCSM help customers quickly resolve their issues. These decision trees use intuitive guided process workflows to present information dynamically to the support reps, helping to minimize training time, reduce agent turnover, and cut costs, all while providing a more effective way to support your customers.
Key features in SpiceCSM include case and ticket management, a robust business rules engine, reporting and analytics, inbound and outbound scripting, CRM, and guided self-service. We recommend SpiceCSM to any business looking to optimize their customer care activities, lower agent training costs and downtime, and provide their customers overall with consistently excellent service.