About Customer Service Management
Customer Service Management gives you the flexibility to design and manage support in a way that fits your business. It’s organized around three main areas: customer experiences, customers, and projects. Each area works together to help you provide seamless, efficient support – no matter how your support model is structured.
Customer experiences
Customer experiences are dedicated support environments for different groups of customers. Each customer experience defines how a particular group gets support, including the resources and support channels available to them, the AI-powered customer service agent that helps them, and the branding they see.
You can create one customer experience for all of your customers, or set up multiple experiences to serve different audiences – for example, you could create separate experiences for each of your products or brands. This flexibility allows you to deliver support that’s tailored to the needs of each group.
Read more about customer experiences.
Customers
Customers is where you manage all of your customers and the organizations they belong to. Each customer has a dedicated profile, which gives your support agents quick access to information about them – like who they are, what organization they belong to, their product entitlements, and details of any previous interactions. Read more about customer profiles.
Having this context available means your support teams always know who they’re helping, so they can provide faster, more personalized support.
Projects
Projects are where your support teams do their work, and each project can be set up for a specific team or function. A project includes everything your team needs to manage incoming requests, communicate with customers, organize and prioritize work, automate processes, and track key metrics, like response times and customer satisfaction.
How it all works together
Customer experiences, customers, and projects work together to give you complete control over the support your customers receive and how your teams manage requests. You can route requests from one customer experience to multiple projects, from several customer experiences to a single project, or between many customer experiences and many projects. This flexible model means you can support a variety of products, brands, or customer groups – while always ensuring requests reach the right team.
Support teams see only the requests relevant to their work, and if a request needs input from another team, they can forward it to other projects. While resolving requests, agents have access to customer and organization details, so they always have the context they need to provide fast, informed support.
Example support models
Multiple brands, separate teams
You have two brands that are supported by different customer service teams. You create a customer experience for each brand – each with its own branding, support website, customer service agent, and forms. Requests from customers of one brand are routed to one project, while customer requests from the other brand go to a different project. Each support team only sees the requests for their brand, but admins can view activity across both.
One customer experience, multiple teams
You offer a single support website for all customers, but have specialized teams for billing and technical support. You create one customer experience, but set up two projects: Billing Support and Technical Support. Forms in the customer experience are configured so billing questions go to the Billing Support project, and technical questions go to the Technical Support project.
Customers and partners, one support team
You support both customers and partners, each with different needs. You create two customer experiences: one for customers and one for partners. Both groups submit requests through their dedicated support websites or email address, but all requests are routed to a single project. The same support team handles requests from both groups, with agents able to see whether a request is from a customer or a partner and access relevant profile details for context.
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