How Customers Are Using SpiceCSM to Build Better Businesses

Technical Support

Perform robust trouble shooting and automated diagnostics


Increase First Call Resolution by 15-30%

Cross-Sell and Up-sell

Design customer processes and align customer data

Increase share of wallet and increase average sale by 10%

Sales

Improve sales through better process and data alignment


Sales targets achieved in 1/2 time with 1/2 the reps

Customer Service

Improve agent performance and reduce call times


Decrease average handle time by 25%

Customer Self-Service

Deploy guided processes and automation

Increase access and decrease costs with customer portals

Lead Management

Designed streamlined lead handling processes


Lead contact rates up 50%, close rates up 15%

Back-Office Integration

Integrate front and back office applications

Optimize operations and decrease call handle time 60%

User Training

Replace formal training with embedded workflows


Decrease user training time and costs up to 50%

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SpiceCSM has helped us to lower costs and improve customer satisfaction. The guided approach has really helped us improve our agent efficiency.
Manager, Call Center Operations
The world of customer interaction now revolves around the concept of engagements — engagements that happen across multiple channels. Some of these are human-assisted, some are automated, and some require customer self-service through search tools or social media channels.
Analyst, Gartner Group