Customer Service Management (CSM)
Service So Smooth, Customers Feel It
What is CSM?
Customer Service Management (CSM) is the structured management of customer service workflows and interactions across multiple touchpoints—such as email, chat, portal, and social media—to ensure timely, efficient, and personalized customer support. It brings together automation, ticketing, knowledge, and analytics to enhance the customer experience and drive service excellence.
Which tools from our Portfolio offer CSM?
Which product would be the right fit for you?
Gartner evaluates Customer Service Management solutions within the CRM Customer Engagement Center (CEC) category. The 2024 Gartner Magic Quadrant for the CRM Customer Engagement Center places Freshworks in the Niche Players quadrant. This reflects its strength in delivering cost-effective, fast-to-deploy customer support solutions—ideal for growing mid-market teams.
Key Benefits of CSM for Businesses
Centralized Customer
Support
Consolidates customer queries and service requests across all channels into a unified platform.
Customer Satisfaction Tracking
Built-in CSAT/NPS tools measure satisfaction and identify areas for service improvement.
Omnichannel Service Delivery
Enables consistent support via email, phone, chat & web portal, improving responsiveness.
Proactive Service Operations
Enables proactive notifications, status updates & SLA enforcement to boost transparency.
Improved Resolution
Times
Through intelligent ticket routing, automation & knowledge bases, customer issues are resolved faster.
Data-Driven
Decisions
Dashboards and analytics provide real-time visibility into customer trends, agent productivity & service gaps.
Download our whitepaper to plan your journey of transformation.
This whitepaper contains a blueprint on how to gauge indicative signs from within the organization that a transformation is necessary, all the way to planning the whole digital transformation roadmap.
Start your CSM Modernization journey with us.
Book your consultation now.