{"id":29496,"date":"2023-11-29T17:05:37","date_gmt":"2023-11-29T17:05:37","guid":{"rendered":"https:\/\/www.intercom.com\/blog\/?p=29496"},"modified":"2025-01-03T12:17:58","modified_gmt":"2025-01-03T12:17:58","slug":"switching-to-new-customer-service-platform","status":"publish","type":"post","link":"https:\/\/www.intercom.com\/blog\/switching-to-new-customer-service-platform\/","title":{"rendered":"Time to switch: Your step-by-step guide to adopting a new customer service platform"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">The rules of customer support are being totally rewritten, and anyone who thought \u201cthis whole AI thing\u201d would eventually blow over is updating their predictions. But what does your team need to do to embrace the all-powerful combination of human and AI-powered support?\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">For support leaders watching the world of customer support transform, it\u2019s natural to feel ill-equipped for this new era. Most customer service tools were built for human-led support, with a smattering of automation thrown in for good measure. <\/span><\/p>\n<p><span style=\"font-weight: 400;\">Now that humans are set to work side by side with AI and automation to augment team performance and customer experiences, it\u2019s important to assess whether your current tools are up to the task.\u00a0<\/span><\/p>\n<h2 id=\"could-another-customer-service-platform-be-a-better-fit-for-your-team\"><span style=\"font-weight: 400;\">Could another customer service platform be a better fit for your team?<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Customer expectations are rising and support teams are being asked to handle more than ever. It may seem like the worst time to consider switching to a new customer service platform, but as you read more and more about the changing world of customer service, you might be feeling like your current tool is holding you back. And as AI becomes table stakes in customer service, it all comes down to one question: can you afford <\/span><i><span style=\"font-weight: 400;\">not<\/span><\/i><span style=\"font-weight: 400;\"> to switch to a more modern support tool?\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">If you\u2019re considering a platform change, follow these steps to ensure a successful transition for your customers, team, and company.\u00a0<\/span><\/p>\n<h2 id=\"step-1-identify-why-you-want-to-switch\"><span style=\"font-weight: 400;\">Step 1: Identify why you want to switch<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">What\u2019s making you consider switching tools? Once you\u2019ve identified the factors that are pushing you away from your current tool, and pulling you towards another tool, you can decide what you want to achieve by switching platforms.\u00a0<\/span><\/p>\n<div id=\"attachment_29525\" style=\"width: 1210px\" class=\"wp-caption alignnone\"><img loading=\"lazy\" decoding=\"async\" aria-describedby=\"caption-attachment-29525\" class=\"wp-image-29525 size-full\" src=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/11\/four-forces.jpg\" alt=\"Switching CS platform four forces model\" width=\"1200\" height=\"650\" srcset=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/11\/four-forces.jpg 1200w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/11\/four-forces-300x163.jpg 300w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/11\/four-forces-700x379.jpg 700w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/11\/four-forces-768x416.jpg 768w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/11\/four-forces-600x325.jpg 600w\" sizes=\"auto, (max-width: 1200px) 100vw, 1200px\" \/><p id=\"caption-attachment-29525\" class=\"wp-caption-text\"><center>The four forces affecting your decision to switch to a new customer service platform<\/center><\/p><\/div>\n<h3><span style=\"font-weight: 400;\">Push factors<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">These are the things you don\u2019t like about your current tool \u2013 the factors that make it incompatible with the future plans you have for your team. Some of the most common push factors are:\u00a0<\/span><\/p>\n<ul>\n<li><b>Incomplete platform:<\/b><span style=\"font-weight: 400;\"> You\u2019re cobbling together lots of different tools to achieve the results you need, and your team is struggling with the lack of cohesion between them.<\/span><\/li>\n<li><b>Low return on investment:<\/b><span style=\"font-weight: 400;\"> If you\u2019re having to supplement your customer service platform with other tools to get the results you want, you\u2019re likely paying a lot more than you need to for the reward you\u2019re getting.\u00a0\u00a0\u00a0<\/span><\/li>\n<li><b>Lack of innovation:<\/b><span style=\"font-weight: 400;\"> For an area that\u2019s moving as quickly as customer service, the pace of innovation in legacy tools is far too slow.<\/span><\/li>\n<li><b>Outdated, clunky user interface<\/b><span style=\"font-weight: 400;\">: As tools get older, the concise, streamlined vision that was so clear at the beginning may become more disjointed. Makers of legacy support tools will often continue to build on top of parts of the product that no longer provide value for their customers, without taking a holistic view of how new additions impact the product as a whole. Without a modern product vision and roadmap, tools can become clunky and difficult to navigate.<\/span><\/li>\n<li><b>Difficult to manage: <\/b><span style=\"font-weight: 400;\">If your tool is unintuitive and complex, every small change or customization becomes a big hassle for your team. Support teams often don\u2019t have access to the engineering resources needed to customize complex platforms to suit their needs and processes.<\/span><\/li>\n<\/ul>\n<h3><span style=\"font-weight: 400;\">Pull factors<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">These are the factors that are encouraging you to consider other tools that are more likely to meet your requirements \u2013 and your customers&#8217; expectations. Are there better tools out there that will be able to evolve alongside your support team? Have other support leaders recommended a particular tool? Have you read reviews that make you think \u201cThat tool would work for us\u201d?\u00a0<\/span><\/p>\n<blockquote class=\"pullquote-style-two\"><p>\u201cUnderstanding the \u2018why\u2019 of the switch should make your priorities for a new platform clearer\u201d<\/p><\/blockquote>\n<p><span style=\"font-weight: 400;\">Fundamentally, there are several things you want from a modern customer service tool that enables a seamless human-AI partnership:\u00a0<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Speed\u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Advanced AI and automation capabilities to enhance team performance<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Omnichannel support<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Conversational as opposed to a ticket-based approach\u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Wide array of integrations<\/span><\/li>\n<\/ul>\n<p><a href=\"https:\/\/www.intercom.com\/blog\/drlp\/the-ai-chatbot-buyers-checklist#guide\"><b><i>[Need help finding the right AI tool for you? Check out our AI chatbot buyer\u2019s checklist]<\/i><\/b><\/a><\/p>\n<p><span style=\"font-weight: 400;\">Understanding the \u201cwhy\u201d of the switch should make your priorities for a new platform clearer \u2013 and put the scale of the switch in perspective.<\/span> <span style=\"font-weight: 400;\">Prepare your team in several key areas, and you\u2019ll be surprised at how manageable the switch can be.\u00a0<\/span><\/p>\n<h3><span style=\"font-weight: 400;\">Understanding resistance to change<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Now that you\u2019ve identified the factors pulling you towards a new tool and away from your current one, it\u2019s time to consider the other side of the coin. Humans are naturally averse to change, and there will always be reasons not to do something. Building a truly successful platform transition process requires a deep understanding of the reluctance and hesitation that some, or all, of your team might feel when it comes to the big switch.<\/span><\/p>\n<h3><span style=\"font-weight: 400;\">Anxieties<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">No matter how much research you do, bringing on a new tool requires a certain leap of faith \u2013 and that can be scary. It\u2019s perfectly natural to have questions like:\u00a0\u00a0<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Will a new tool be able to handle everything that you rely on your current tool for?\u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Will it be missing some important features or reporting capabilities?\u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">How will your team adapt to a new platform?<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">How will the transition impact customer satisfaction?\u00a0<\/span><\/li>\n<\/ul>\n<h3><span style=\"font-weight: 400;\">Inertia<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Your team\u2019s comfort and experience with your existing tool can be a huge obstacle to change. Thinking about the workflows, processes, and automations you\u2019ve set up \u2013 as well as your team\u2019s familiarity with how they all work \u2013 can make switching tools seem overwhelming.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Getting to grips with hesitation in your team, and across the wider company, means you can build reassurance into the transition process and more effectively manage change, avoiding greater resistance further down the line.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Overcoming anxieties and habits requires openness to feedback, transparency, and patience. Here are some simple ways you can address resistance to a platform change:<\/span><\/p>\n<blockquote class=\"pullquote-style-four\">\n<ol>\n<li><span style=\"font-weight: 400;\">Generate excitement by sharing stories about similar businesses who made the switch, and the positive results they\u2019re seeing.\u00a0<\/span><\/li>\n<li><span style=\"font-weight: 400;\">Clearly demonstrate how the new tool will address the team\u2019s pain points (push factors).<\/span><\/li>\n<li><span style=\"font-weight: 400;\">Outline how the new platform will enhance the team\u2019s performance, workflows, and morale by modernizing the way they work.\u00a0\u00a0<\/span><\/li>\n<\/ol>\n<\/blockquote>\n<h2 id=\"step-2-evaluate-the-new-tool\"><span style=\"font-weight: 400;\">Step 2: Evaluate the new tool<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Once you\u2019ve identified what you need from a new tool \u2013 and what\u2019s holding you back from switching \u2013 it\u2019s time to start evaluating the various tools on the market.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">You and your team will know what you need to find out about each one, but broadly you\u2019ll be asking questions like:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Can the tool meet my team\u2019s basic needs?\u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">What extra benefits could the tool offer on top of our basic needs?\u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Does the new tool meet the pull factors I\u2019ve identified in the last step?\u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Does it negate the push factors I\u2019ve identified?\u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">What\u2019s the price of the new tool compared to our current spend?<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Is it easy to set up and start using right away? What kind of resources would I need to get the new tool off the ground?<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Your research might involve reaching out to sales teams, chatting with industry peers about their preferred tools, or testing out the tool through a free trial. Here at Intercom, we offer <a href=\"https:\/\/www.intercom.com\/blog\/fin\/demo\">web demos<\/a> and <\/span><a href=\"https:\/\/app.intercom.com\/admins\/sign_up\"><span style=\"font-weight: 400;\">cardless trials<\/span><\/a><span style=\"font-weight: 400;\"> so you can be sure our platform is the one for you before you buy.\u00a0<\/span><\/p>\n<p><em><strong><a href=\"https:\/\/www.intercom.com\/blog\/view-demos\">[Check out our demo to learn more about Intercom&#8217;s complete AI-powered customer service solution]<\/a><\/strong><\/em><\/p>\n<h2 id=\"step-3-plan-the-switch\"><span style=\"font-weight: 400;\">Step 3: Plan the switch<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">The planning stage is about getting people on board with the idea of the change \u2013 and creating champions of the new tool and its benefits. Think about:<\/span><\/p>\n<h3><span style=\"font-weight: 400;\">Sponsorship<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Who is invested in the change at the highest levels of the company? What executive support do you have, and how will you use that support to make the transition as smooth as possible?\u00a0<\/span><\/p>\n<blockquote class=\"pullquote-style-one\"><p>\u201cUpgrading your customer service platform to embrace a more future-focused, customer-centric approach doesn\u2019t just require a tool change \u2013 it requires a philosophy change\u201d<\/p><\/blockquote>\n<h3><span style=\"font-weight: 400;\">Involvement<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Who will help you to execute the change? Could you dedicate someone, even part-time, to overseeing the process, monitoring the impact on customer experience, and keeping communication on track? Will you need external support, or are there sufficient internal resources to ensure success? Map out key stakeholders that will be involved in the change so you know who should be consulted, informed, and updated along the way.<\/span><\/p>\n<h3><span style=\"font-weight: 400;\">Buy-in<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">You may already have executive sponsorship, but how do you plan to secure buy-in across the company and get people excited about the prospect of a new customer service tool?\u00a0<\/span><\/p>\n<h3><span style=\"font-weight: 400;\">Impact<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">What would success look like, and how will you measure it?\u00a0\u00a0<\/span><\/p>\n<h2 id=\"step-4-execute-the-switch\"><span style=\"font-weight: 400;\">Step 4: Execute the switch<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">You know what needs to happen, and who should be involved. Now it\u2019s time to get started on transitioning to a new platform. The process will be different for every support team, but we\u2019ve discussed some of the major areas of consideration below.\u00a0<\/span><\/p>\n<h3><span style=\"font-weight: 400;\">Helping your team evolve its approach to support<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Upgrading your customer service platform to embrace a more future-focused, customer-centric approach doesn\u2019t just require a tool change \u2013 it requires a philosophy change. If your team \u2013 and the wider company \u2013 is used to a reactive, email-first style of customer support, it can take a mindset shift before they\u2019re ready to dive into providing a more proactive, AI-augmented, conversational customer experience.<\/span><\/p>\n<blockquote class=\"pullquote-style-two\"><p>\u201cBe open to rethinking your current methods \u2013 your new tool may unlock valuable alternatives\u201d<\/p><\/blockquote>\n<p><span style=\"font-weight: 400;\">Ask yourself what your team will need to embrace a new platform and way of working. Whether it\u2019s information sessions, brainstorming sessions to think about new ways of delighting your customers, or specialized training, it\u2019s important for the team to put their best foot forward with a new platform.\u00a0<\/span><\/p>\n<p><a href=\"https:\/\/www.intercom.com\/blog\/resources\/guides\/customer-service-trends-2023\"><b><i>[Read more about rising customer expectations and other recent trends in customer service]<\/i><\/b><\/a><\/p>\n<h3><span style=\"font-weight: 400;\">Transferring existing workflows and processes<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">How will your existing workflows translate to the new tool? It may not be possible to directly transfer your processes to a new tool \u2013 settings and nomenclature will vary from platform to platform \u2013 but investigate how you can recreate your existing processes as best you can.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">That gives you the opportunity to assess how well your processes are working, and where there might be areas that your team can enhance and optimize how things are currently being done. Be open to rethinking your current methods \u2013 your new tool may unlock valuable alternatives.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Ask yourself questions like:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Are there areas where we could incorporate AI, guided self-service, and automation to create a smoother customer experience and ease the team\u2019s workload?\u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Are there outdated customer flows that could be revised to include more recent help content and blog posts, or tell your customers about new features?<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Are there areas where more in-depth help content would enable customers to self-serve instead of chatting to a team member?<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Does the new platform have features that will allow you to offer a more personalized customer experience? How can you incorporate these features into your current processes and workflows?<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Can you gather new customer profile data to provide more relevant, engaging content at the right time?\u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Can you use customer profile data to triage and route more efficiently to reduce customer waiting times and time to close?<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Of course, you don\u2019t need to know all the answers from the beginning. A huge part of onboarding a new tool is iterating on your current processes and figuring out how new features and opportunities can enhance your existing workflows.\u00a0<\/span><\/p>\n<h3><span style=\"font-weight: 400;\">Team training<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Ensuring your team feels totally comfortable with your new tool is essential, not just for great customer service, but for team morale. Throwing your team into a brand new tool with no time for the inevitable learning curve makes an already demanding job much tougher.\u00a0<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Plan for as gradual a transition as you need to ensure that there\u2019s only minimal disruption to your team and customers.\u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Offer in-depth training sessions for all team members, with follow-up sessions for anyone who needs them.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Some people will get the hang of a new tool more quickly than others \u2013 recruit those people as champions for the product, and allow them time to share their knowledge and enthusiasm with team members who may not be so eager for change.\u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Make sure the timing is right, and that your team has both the resources and momentum they need to embrace a change like this. High levels of energy and excitement for a change will encourage your team to maximize the opportunities a new platform brings, which will carry through to your customers.\u00a0<\/span><\/li>\n<\/ul>\n<p><a href=\"https:\/\/www.intercom.com\/blog\/podcasts\/preparing-your-cs-team-for-the-age-of-ai-hear-the-latest-thoughts-from-leaders-in-the-space\/\"><b><i>[Hear from CS leaders on how you can best prepare your team for the next generation of support]<\/i><\/b><\/a><\/p>\n<h3><span style=\"font-weight: 400;\">Content migration<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Migrating your support content to a new tool can be time-consuming and sometimes tedious. Approaching it step by step makes it less daunting. Decide what method will work best for your team, and be sure to ask these questions:<\/span><\/p>\n<ol>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">What are your top-performing help articles? Start with the ones that answer your most frequently asked questions, then gradually migrate more and more.\u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Which articles do not perform as well? Use the transition as an opportunity to gather feedback from your customers on how you can improve your support content.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Which macros are most important to your team? While transferring your macros across, take the opportunity to update them, or add new features that are available in your new tool. For example, within Intercom you can create <\/span><a href=\"https:\/\/www.intercom.com\/blog\/help\/en\/articles\/6433193-creating-and-managing-macros\"><span style=\"font-weight: 400;\">dynamic macros<\/span><\/a><span style=\"font-weight: 400;\">, adding actions as well as text to speed up your team\u2019s most common processes.\u00a0<\/span><\/li>\n<\/ol>\n<p><a href=\"https:\/\/www.intercom.com\/blog\/knowledge-base-best-practices\/\"><b><i>[Find out how you can best prepare your support content to work with an AI-powered support platform]<\/i><\/b><\/a><\/p>\n<h3><span style=\"font-weight: 400;\">Data migration<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Switching tools doesn\u2019t mean you have to lose all the customer data and context you\u2019ve built up over the years \u2013 like user information, ticket data, conversation history, and more. Migrate your data to ensure a seamless transition for you and your customers.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Ask yourself:<\/span><\/p>\n<blockquote class=\"pullquote-style-four\"><p><b>What?<\/b><\/p>\n<p><span style=\"font-weight: 400;\">What kind of data are you looking to migrate? E.g. ticket data, user data.<\/span><b>\u00a0<\/b><\/p>\n<p><b>Why?<\/b><span style=\"font-weight: 400;\">\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Why do you need this data? Your business requirements will guide your historical data migration process.<\/span><\/p>\n<p><b>How?\u00a0<\/b><\/p>\n<p><span style=\"font-weight: 400;\">What tools and processes are available to you? E.g. APIs, third party tools, native migration features.<\/span><\/p><\/blockquote>\n<p><span style=\"font-weight: 400;\"> Your business requirements will guide your historical data migration process. There is no strict time frame for this process \u2013 it all depends on the tool you\u2019re switching from and the one you\u2019re switching to.<\/span><\/p>\n<h3><span style=\"font-weight: 400;\">Internal communication<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">A tool change often impacts more than one team, so it\u2019s worth devising a comms plan to ensure everyone knows exactly what\u2019s about to happen, and what they need to do to prepare for the change.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">There are a couple of components to this:<\/span><\/p>\n<ol>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Ensuring the company knows that the support team is transitioning to a new tool, and is aware of how this will affect the team\u2019s availability, any support needed from other teams, and what has been communicated to customers so they&#8217;re ready for any questions they receive.\u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Communicating opportunities that the new tool will open up for increased collaboration with the support team. A modern customer support tool should open up new ways for teams to work together to better serve their customers. It&#8217;s not your team that might need to shift their mindset, it&#8217;s the rest of the company, too.<\/span><\/li>\n<\/ol>\n<p><a href=\"https:\/\/www.intercom.com\/blog\/support-ticketing-system\/\"><b><i>[Find out how Intercom tickets easily facilitates collaboration between teams to better support customers]<\/i><\/b><\/a><\/p>\n<p>Overall, ensuring that you&#8217;re available to address any questions is crucial. Offer frequent updates and provide a forum for all kinds of feedback, e.g. a dedicated Slack channel.<\/p>\n<h2 id=\"step-5-monitor-and-evaluate-the-switch\"><span style=\"font-weight: 400;\">Step 5: Monitor and evaluate the switch<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">You\u2019ll need to consider this step from two separate perspectives: monitoring and evaluating the new platform and how it\u2019s affected your regular KPIs and metrics, and monitoring and evaluating the success of the change itself.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">In step three of the framework, you identified the indicators of a successful switch \u2013 and you\u2019ve likely been monitoring them throughout the transition.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">You\u2019ve also probably been reflecting on the traditional metrics your team has been using until now, and how they\u2019ll fit in with your new processes, workflows, and ways of working. It\u2019s worth taking some time to evaluate what exactly you want to measure \u2013 and how best to measure it \u2013 in the context of a modern customer service platform that prioritizes the human-AI partnership.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Ask yourself: <\/span><\/p>\n<ul>\n<li>Which metrics will continue to be relevant as you transition to a new support platform?<\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Which metrics will no longer be relevant as you embrace AI and automation?<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">How is the new platform impacting your most important metrics?\u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">What kinds of new metrics and KPIs will your team need to consider to measure the success of new processes you\u2019ll be implementing?<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">How will you measure the success of the transition to a new platform? What is your ideal timeframe, what level of adoption are you aiming for?\u00a0<\/span><\/li>\n<li aria-level=\"1\">Are you ready to adapt and iterate quickly and often? The transition may have unforeseen impacts on the customer journey, so being flexible and adaptable is key.<\/li>\n<\/ul>\n<p><a href=\"https:\/\/www.intercom.com\/blog\/customer-service-metrics-ai\/\"><b><i>[Read more about how AI is changing the way support teams measure success]<\/i><\/b><\/a><\/p>\n<p><span style=\"font-weight: 400;\">Planning how you\u2019ll navigate these specific areas should mitigate most of your anxieties and give you confidence that you can successfully transition to a more modern, powerful customer service platform that will work alongside your team to provide an unrivaled customer experience.<\/span><\/p>\n<p><a href=\"https:\/\/www.intercom.com\/blog\/\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-29517 size-full\" src=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/11\/Intercom-AI-customer-service-solution.jpg\" alt=\"\" width=\"1200\" height=\"560\" 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company.\u00a0<\/p>\n","protected":false},"author":563,"featured_media":29498,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"category":[3],"tags":[25238,25239],"coauthors":[25235,25236],"class_list":["post-29496","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-support","tag-customer-service-platform","tag-customer-support-platform"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.3 (Yoast SEO v27.3) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Your Step-By-Step Guide To Switching Customer Service Platforms<\/title>\n<meta name=\"description\" content=\"If you\u2019re considering changing your customer service platform, follow these steps to ensure a successful transition for your customers and company.\u00a0\" \/>\n<meta name=\"robots\" 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