What is Customer Service Management?

Customer Service Management (CSM) encompasses the strategies, processes, and technologies that businesses use to manage and improve their interactions with customers. It aims to enhance customer satisfaction, loyalty, and retention by providing efficient and personalized support across various channels, such as phone, email, chat, social media, and self-service portals. Common uses include tracking customer inquiries, resolving issues, managing service requests, and analyzing customer feedback to identify areas for improvement.