“Small and medium-sized companies definitely need an on-demand service solution, a ‘Geek Team’ standing at the ready.” – Financial Times

While this statement by Financial Times is an undeniable fact today, gone are the days when companies had to build-up competent in-house IT teams to handle customer engagement activities. With the new style and era of customer service operations software, anyone can step into the world of customer engagement without the load and cost of ownership. However, the challenge can still remain in deciding which customer engagement software to choose. While a large company might still have an in-house IT team to handle the integrities of dealing with a third-party support center, it is important for a small or medium-sized company without an in-house IT team to keep in mind the ease of installation and handling unexpected yet numerous technical glitches. It can also be a challenge to find a provider who will understand your business requirements with a passion for customer service. So here are a few things to keep in mind while choosing a customer service operation software for your company.

Identify Your Requirements

In order to cater to the new demands of customer service, many players have come up with various customer engagement features such as automatic call distributor (ACD), call monitoring / recording, CRM integration, interactive voice response (IVR), mobile capabilities, softphone or click-to-call service, training and support resources, reporting and analytics, and more. In addition, evolving technologies like Artificial Intelligence (AI) and Business Intelligence (BI) are providing a panoramic view of the customer’s experience. With so many players to choose from, first of all, it is important to identify the requirements of your company. Ask yourself some basic questions such as, how many people will need access to the software? What are the features or functions my company will need?

After identifying your requirements, the second most important area is to decide on how much are you willing to invest in customer service operation software.


Needless to say, investing in customer service operation software is much more cost-effective than employing a full-fledged IT capability in-house to manage digital customer engagement. The good news is, when firms compete with each other, consumers get the best possible prices, quantity, and quality of goods and services. That is true even in this case, which is why many good customer service operation software can be purchased in budget-friendly rates and flexible pricing to suit different business sizes. So even if you are not ready to invest big on this right away, don’t be afraid to explore your possibilities.


After shortlisting a number of companies on the basis of your requirement and budget, a little bit of research about their work ethics, salient features and versatility will go a long way. Here are some things to look for:

First, a good customer engagement software should enable you to provide timely assistance to your customers, so that you can be there whenever your customers need you. It should allow you to unify your service approach, by gathering all communications in a single hub so that you don’t have to invest in separate messaging and help desk solutions.

Second, many providers offer 360-degree support when it comes to the customer engagement method. If you want maximum engagement with your customers, it will be wise to explore those who specialize in a wide range of services such as live chat support, email and ticketing support, automated support operations on multiple channels and gathering customer intelligence. You may also consider services related to analytics and reporting which can give you the freedom to customize the process as per your requirement and customer experience.

Furthermore, many providers extend features that encourage customers to use a white-labeled knowledge base where they can quickly search for answers to frequently asked questions. This can save manpower, which is especially useful for small and medium-sized companies.

Third, an important feature in customer service operation software is an open API system, which will enable it to be used in any software ecosystem. Native integrations can include popular CRMs, e-commerce platforms, social media, popular email service providers and more. These features can make the software flexible and can be something you want to look out for while choosing a customer service operation software for your company.

Business Assistance Provided by Asista

As we confidently claim on our website, Asista is a customer engagement software that can help you handle all types of business assistance. Our salient features are AI Chat Bot, multi-channel messaging, ticketing, and automation. Please visit our ‘products’ section to learn more about our features and enable yourself to support your customers in the best possible way!