How can you integrate different customer service models after a company acquisition?

2 Define the desired model

Once you have evaluated the current models, it's time to design the desired model that will best meet the needs of customers. When creating the desired model, think about the value proposition and differentiation of the merged entity, the customer segments and personas you want to target and retain, and the customer journey and touchpoints you want to optimize. Additionally, consider the customer service channels and platforms you want to offer and integrate, the customer service standards and policies you want to implement and enforce, and the customer service metrics and KPIs you want to measure and improve.

3 Communicate the desired model

Once you have defined the desired model, you need to communicate it clearly and consistently to all the stakeholders involved in the integration process. You should explain the rationale, benefits, and expectations of the desired model, and how it will impact the customer service delivery and performance. You should also solicit feedback and input from the stakeholders, and address any concerns or issues that may arise. You should use various communication tools and methods, such as newsletters, webinars, workshops, manuals, and FAQs, to ensure a smooth and transparent communication.

4 Implement the desired model

After you have communicated the desired model, you need to implement it effectively and efficiently. You should create a detailed integration plan that outlines the roles, responsibilities, timelines, milestones, and resources required for the implementation. You should also establish a governance structure and a monitoring system that will oversee and track the progress and outcomes of the implementation. You should be prepared to encounter some challenges and risks during the implementation, such as resistance to change, cultural clashes, technical glitches, and customer complaints, and have contingency plans and mitigation strategies to deal with them.

5 Evaluate the desired model

Finally, you need to evaluate the desired model and its impact on the customer service delivery and performance. You should collect and analyze data from various sources, such as surveys, feedback forms, reviews, ratings, testimonials, and referrals, to measure the customer satisfaction, retention, loyalty, and advocacy levels. You should also compare the actual results with the expected goals and KPIs, and identify the gaps and areas for improvement. You should then make adjustments and refinements to the desired model based on the evaluation findings and feedback.

Integrating different customer service models after a company acquisition can be a complex and daunting task, but it can also be a rewarding and value-creating opportunity. By following these tips, you can ensure a smooth and successful integration that will enhance your customer service delivery and performance, and ultimately, your competitive advantage and profitability.

6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?