Spicecsm Guided Services Review - why 3 stars?

Shlomi Lavi / updated: Mar 08, 2022

We publish unbiased reviews. Our opinions are our own and are not influenced by payments from advertisers. This content is reader-supported, which means if you leave your details with us we may earn a commission. Learn why ITQlick is free .

What is Spicecsm Guided Services?

SpiceCSM Guided Servicesis a web based on-demand platform for increasing the efficiency of contact center agents. It brings best-of-breed CSM functionality to the SaaS model of deploying application software to both internal and external contact centers.

SpiceCSM Guided Services was developed by SpiceCSM. SpiceCSM was founded in 2008,as a subsidiary of Fused Solutions LLC. Fused Solutions LLC has so many partners including North Bay, NTCA, NYTSA, and Infinitegreen, just to mention a few. SpiceCSMis headquartered in Potsdam, NY United States.

Who is it best for?

SpiceCSM Guided Services is best forfreelancers, large enterprises, mid size business, non profits, public administrations, and small business. This software is a cross industries solution and thus can be used by any sector. Some of its customers include Nautilus Hyosung America, Inc., ResTech Services, The RM Factory and Joerns Healthcare.

Main features and functionalities

SpiceCSM Guided Services helps in diagnosis and troubleshooting. With this software, users can determine the true cause of a problem before attempting to solve it. This helps in saving time and money. And using the information collected from customers and the support tools integrated with SpiceCSM Guided Services, users can guide their agents to the right solution, providing them with real-time content and knowledge.

SpiceCSM Guided Services also makes data collection to be easier.Users are able tocustomize data entry points throughout the process to ensure the highest quality information. They can then perform automatic, real-time system actions based on the data they collect.

SpiceCSM Guided Servicescan be utilized for outbound selling, cross-selling and up-selling opportunities. This will to help increase revenue for the user’s support organization. SpiceCSM Guided Services also helps reduce costly training time by providing the user’s agents with the most effective guidelines available.

What is the actual cost?

The cost of license starts at $100 per user/month. ITQlick pricing score is 5 out of 10 (10 is most expensive). Access ITQlick pricing guide for Spicecsm Guided Services.

Pros

• It offers an innovative Guided Process Workflow technology. This ensures that users realize immediate ROI.
• It also has a simple and intuitive visual process editor. This can be used to create intelligent decision trees with embedded content used to solve customer problems.
• SpiceCSM Guided Services provides full CRM / Help Desk functionality needed to provide outstanding customer care.
• SpiceCSM Guided Services integrates to many CRMs and Help Desk applications; including Salesforce.com and SugarCRM.
• SpiceCSM Guided Services ensures consistent delivery of service. This lowers overheads and thereby increasing profitability.

Cons

• SpiceCSM Guided Services supports only English. Non-English speakers are therefore automatically locked out.
• It doesn’t support mobile devices; it’s only compatible with Linux, Mac, and Windows.
• SpiceCSM Guided Services does not have an API available. This puts so many would-be users off.
• The price of this software is a bit high compared to some of its competitors.
• It offers very few features compared to its competitors yet its price is considerably high.

How it stacks up?

Access a head to head analysis of Spicecsm Guided Services vs alternative software solutions.

Frequently Asked Questions (FAQs)