Line of Business Solutions

Customer Success and Customer Service

Deliver superior customer experiences that turn customers into loyal brand advocates

Overview

Customer service agent working on computer.

Business success today depends on high-quality experiences powered by personalized services and solutions. OpenText™ solutions for Customer Success and Customer Service enable organizations to deliver personalized post-sale, product, and service communications—while respecting customers’ time, solving unique challenges, and maximizing brand loyalty.

Key trends

Acquiring a new customer can cost 5–25x more than retaining an existing one, depending on your industry.^[1]
Close to 77% of leaders say improving customer experience is a top priority, yet only 26% believe their handoffs between customer-facing teams appear seamless to customers.^[2]
83% of customers expect their issues to be solved on the first try.^[3]
Customer care is becoming integral to transforming the customer experience at the broadest range of touchpoints.^[4]
Customer experience programs are becoming increasingly holistic, predictive, precise, and clearly tied to business outcomes.^[5]
73% of business leaders say their executive team and board now follow customer health closely. Yet only 11% gave themselves high marks when comparing the maturity of their post-sale practices to their peers.^[6]

Explore Customer Success and Customer Service solutions

Agent experience management

Empower Agents and improve their productivity with AI and modern workforce engagement tools

Customer engagement

Boost lifetime value and retention by taking a holistic approach to customer engagement

Conversational experience

Tap into generative AI, deliver mission-critical messages on the preferred channel, and connect all touchpoints to uncover customer journey insights and drive next best action

Customer inquiries and complaints

Deliver faster, more effective resolutions to customer issues

Discover the OpenText difference

Maximized customer loyalty

Ensure high satisfaction to facilitate long-term brand loyalty and promote referrals.
Enhanced communication

Proactively improve communication to ensure objectives are met and customer satisfaction levels are achieved with a market-leading customer communications solution.
Integrated AI capabilities

Support efficient automation for faster service leveraging AI-driven workflows, reducing wait times and streamlining customer interactions for quicker resolutions.
Seamless journey orchestration

Span experiences across multiple functions to orchestrate the delivery of interactions that lead to maximum customer lifetime value.
Deliver data-driven design

Design experience journeys centered around insights and data triggers to monitor customer behavior and drive actions.
Boost notifications

Ensure critical messages are delivered to targeted individuals with personalized information.

Leaders trust OpenText

Learn how leading organizations lean on OpenText solutions to deliver on customer success.

See more customer stories