December 14, 2018

Introducing the Essential Handbook: Writing the Modern Customer Service Platform RFP

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Writing RFPs are never fun. Check out our Essential Handbook to Writing the Modern Customer Service Platform RFP for a cheat sheet to RFP nirvana.


Being in the customer service software business, we spend a lot of time talking to companies about their approach to service—what their goals are, and what they view as the ideal experience for their customers. And a common thread that often arises in the course of these discussions, is that their ultimate vision around service doesn’t quite match up to the reality of what their service currently is. They know it. Their customers know it. And both sides are looking to innovate and deliver a more modern, personalized, and efficient customer service experience.

Many of the companies we’ve spoken to have been using the same customer service technology for more than 20 years, and feel constrained by the limitations inherent in these decades-old platforms and systems. They’re well and ready for a new platform. One that will help them deliver the seamless experience they want to deliver, no matter the channel. That will help their customers feel known and valued. And one that will empower their agents to deliver these seamless, personalized experiences at scale, in a way that isn’t onerous for them.

But as they embark on a sizable project like this, it’s easy to feel overwhelmed at just where to start. JetBlue, for example, had to work their way down a spreadsheet of hundreds of vendors before finally deciding on Gladly—that’s a sizable task for a company of any size. Companies have to think about what requirements they should be looking for in a modern platform, especially given that the last time they looked at technology for their contact center could have been more than two decades ago. How can they ensure they are thinking about what their customers expect of them, and the service they receive, and incorporate that perspective throughout the vendor selection and product evaluation process? How can they identify and transcribe those requirements into an RFP document to start evaluating vendors? Customer service is about connecting your customers with agents who can help them, so shouldn’t your customer service platform requirements represent both parties equally?

Questions like these are why we started the Essential Handbook series; as a way to share the knowledge and lessons we’ve gathered from our experience working with B2C companies, and help other companies with the information they need to align their vision for service with the reality of their own operations.

This week, we launched the first in our series of Handbooks, Writing the Modern Customer Service RFP, designed to help companies with the seemingly daunting task of putting together an RFP for a modern customer service platform. Use this Handbook to:

  • Jumpstart your RFP process with detailed requirements and sample RFP questions
  • Start a discussion around your company’s vision for service, and the infrastructure you need to get there
  • Plan your customer service platform project for 2019
  • Identify the characteristics of a modern platform built with today’s consumer in mind
  • Discuss the ideas and requirements you’re looking for in your next platform with your contact center operational team

Make 2019 the year of new beginnings. Download a copy of the RFP Handbook here.


Mike McCarron is the VP of Customer Success at Gladly, where he helps empower customer service teams to be more productive and deliver a consistently positive experience to their customers. If you’d like to learn more about Gladly’s modern, 21st-century experience, check us out here.


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