When a business makes a profound shift in a process or technology platform, it requires management of change so that computer systems, related processes, and people can all adapt as quickly and smoothly as possible. Change management is the process, tools, and techniques that help guide the transition.

Why Does Change Management Matter in Customer Service?

Customer service technology is innovating rapidly, keeping pace with customers’ demands for engaging, relevant, frustration-free customer-service experiences. Forrester’s Contact Centers for Customer Service Playbook for 2019 claims that “Customer service is at a tipping point. Customers contact enterprises more often and via more channels, they shift between channels seamlessly and even use multiple channels simultaneously.”

As a result of this elevated customer expectation, companies of all types are feeling the pressure — and the opportunity — to upgrade their customer-service technology. Customer service has moved away from traditional call centers to AI-driven chatbots and platform-agnostic conversational experiences. This entirely new paradigm for customer service technology is creating a deep need for formal change management processes within companies. 

Even the most intuitive, easy-to-use customer-service technology can be overwhelming without some sort of change management process in place. Whether it’s a formalized change management process, bringing in partner or outside consultants, or a less formal internal change management effort, conscious attention to change ensures a friction-free transition.

Even the most intuitive, easy-to-use customer-service technology can be overwhelming without some sort of change management process in place. Whether it’s a formalized change management process, bringing in partner or outside consultants, or a less formal internal change management effort, conscious attention to change ensures a friction-free transition.

The Phases of Change Management in Customer Service Organizations

1. Change management within a customer service organization consists of several phases:
2. Evaluation — Take stock of where you are today and how satisfactory your service is to your customers
3. Vision — Assess where you would like to be with your customer service in the near, medium and long term
4. Creation of a team — Both an internal and partner-supported team will plan the change and put support mechanisms in place
5. Build out — The move toward a comprehensive, digitally native customer support strategy, including integrating self-service options and AI capability
6. Team training — Retraining, and in some cases restructuring, your existing human support staff around the new customer service architecture
7. Integration — Address issues as they arise with a solid plan for change management

How Helpshift Supports Change Management

Helpshift’s Partner Program delivers developer and go-to-market support to B2C services and technology organizations. In collaboration with system integrators, Helpshift’s change management services help organizations make the transformation from digital contact centers to a modern, cloud-based customer experience platform. Change management consulting and advisory services ensure a smooth, professionally orchestrated transition.