Time to switch: Your step-by-step guide to adopting a new customer service platform

The rules of customer support are being rewritten, and companies must adapt to a new era of human-AI collaboration. The current generation of customer service tools was built for human-led support with limited automation. As AI becomes table stakes in customer service, it's essential to assess whether the current tool can handle the increased demands and changing expectations. Companies should identify the push and pull factors driving their need to switch, including incomplete platforms, low return on investment, lack of innovation, outdated user interfaces, difficult management, and rising customer expectations. A successful transition requires a step-by-step approach, starting with identifying why you want to switch, evaluating new tools, planning the switch, executing it, monitoring progress, and evaluating success. The process involves addressing resistance to change, providing team training, migrating existing workflows and processes, communicating internally, and adapting to new metrics and KPIs. By following this guide, companies can ensure a seamless transition to a modern customer service platform that enhances human-AI collaboration and provides an unrivaled customer experience.